Customer Service Representative

Summary

Join IMG, a leading international medical insurance company, as an Assistance Coordinator! This role involves providing excellent customer service through various communication channels, addressing customer inquiries, and managing policy updates and claims. The position begins in-office for training, transitioning to remote work after 60 days, contingent on meeting eligibility requirements. A competitive hourly rate plus a monthly performance bonus is offered. Various second-shift schedules are available post-training. We seek candidates with customer service experience, strong communication skills, and the ability to thrive in a fast-paced environment.

Requirements

• 1 year of experience in a customer service role analyzing and solving internal and external customer issues
• Basic level of proficiency in Microsoft Office Suite software
• Demonstrated ability to multi-task - navigate systems on dual monitors and type while on a call
• Global geographical and cultural awareness
• Excellent interpersonal, written, and oral communication skills
• Enjoy working with people
• Self-motivated with proven ability to maintain positive attitude
• Strong stress management and ability to work in a fast-paced environment
• Must be legally authorized to be employed in the United States

Responsibilities

• Answer and address a high volume of inbound communication (phone, email, online chat, etc.) in a professional and courteous manner while maintaining performance metrics, quality standards, and HIPAA compliance
• Provide professional and courteous outbound communication as instructed
• Document contact outcomes in customer relationship management tool
• Availability to work some holidays and weekend days. Job may require flexible scheduling to grow in the company
• Mentoring and helping new employees when asked
• Assist in special projects or tasks as needed

Preferred Qualifications

• Personality characteristics like patience and tact
• Attention to detail
• Analytical and problem-solving skills
• Bilingual – Proficient verbal and written communication skills in a foreign language (including but not limited to Spanish, Portuguese, Mandarin, and/or French) a plus but not required

Benefits

• Monthly performance bonus up to 30% of monthly base pay based on 40 hours per week (*must meet department standards and qualifications)
• On-Site Fitness Center
• Comprehensive Benefits package including Medical / RX / Dental/Vision Insurance
• 401k Plan with company match
• Paid Time Off
• Free Employee Parking
• Casual Dress Environment
• Tuition Reimbursement Plan
• Opportunity to transition to remote work after 60 days (meeting eligibility requirements)