Customer Exeperience Officer

ООО «ХАГЕМАЕР ГРУПП»; Kahului (HI); Hybrid; USD 34,000 - 58,000; Full time

Job summary

ООО «ХАГЕМАЕР ГРУПП» is seeking a customer service-focused professional to act as the primary contact for clients. You will resolve inquiries under supervision, assisting customers, agents, and staff with billing, documents, and claim-related tasks in a fast-paced environment.

This hybrid role in Hawaii requires flexibility, weekend availability, and a customer-first mindset to ensure timely and accurate service across multiple channels.

Qualifications

• High school diploma or general education degree (GED) required.
• 1-3 years customer service experience preferred.
• Equivalent combination of education, experience, and/or training will be considered.

Responsibilities

• Interact with customers by phone, in person, or email to provide exceptional service.
• Answer incoming phone calls promptly and route inquiries to the right person when needed.
• Place outbound calls to complete customer inquiries.
• Assist with billing issues including processing payments when applicable.
• Issue Auto ID cards, COIs, proofs of coverage, and EOI as required.
• Support claim intake and follow-up on claim status with carriers as requested.
• Adhere to established service standards and timeframes; meet defined response targets.

Skills

Customer service orientation

Verbal and written communication

Time management

Detail oriented

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Job Summary

Supports the company's customer service delivery as the primary point of contact for customers. Under direct supervision, works closely with customers, agents, and fellow employees to resolve inquiries and issues promptly and efficiently.

Duties & Responsibilities

Interacts and provides exceptional customer service to customers, including difficult or irate customers by phone, in person, or by email to deliver the best service possibleAnswer incoming phone calls promptly and complete requested tasks or direct calls to the appropriate person in the company if the inquiry cannot be resolved on the first contact.Place outbound calls as necessary to complete Customer inquiries.Answer and service customers regarding billing issues including receiving and processing payment when applicable.Perform duties in accordance with Customer Service Center's objectives and standards for customer and third-party inquiries such as:Issue Auto ID cards and other related documentsChanges to mailing addressAddition/deletion of auto(s)Cancellation requests, generate LPR, distribute to customerIssue copies of certificates of insurance (COIs), proof of coverage, and evidence of insurance (EOI)Other general inquiriesProcess direct bill reinstatements received from customers, agents and account managers.Adhere to established customer service and documentation standards required timeframes; perform duties within defined service standard levels.Respond to carrier requests for additional information.Assist customers and agents with claim intake and report of claims to carriers, including follow-up on claim status at the request of the customer or agent.Place outbound call to customer after claim has been submitted to ensure adjuster contact.Assist other team members as needed to meet agency, team, and individual goals.

Marginal Duties

Performs other duties as assigned.Adheres to the company's Attendance Management Policy.The position is Hybrid and will require in-office work depending on company operational requirements or other circumstances.Assist in the training of other employees as necessary.

Qualifications

Education and/or Experience

High school diploma or general education degree (GED) required.1-3 years customer service experience preferredEquivalent combination of education, experience, and/or training will be considered.

Certificates, Licenses, Registrations

Hawaii State Property & Casualty Solicitor's License preferred, but not required

Knowledge, Skills & Abilities

Demonstrate a positive, service-oriented attitude toward customers, agents, and employee peers.Basic knowledge in P&C InsuranceType 35 wpm accurately and 10-key by touch.Excellent verbal and written communication skills.Demonstrated ability to operate general office equipment (copier, fax, etc.).Demonstrated ability to work independently in a fast-paced environment.Ability to prioritize work, manage time effectively, and handle multiple tasks.Experience with or knowledge of PC navigation and Microsoft Office Suite of Products and applications.Demonstrated knowledge of and skill in the following:customer service orientationoral and written communicationtime management and prioritizationorganizationdetail and results orientedteamworkadaptability

Other

Must be able to work on weekends and flexible hours as determined by the requirements of the position.

Working Conditions

Physical Demands

Required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk and hear.Occasionally is required to climb or balance and stoop, kneel, and crouch. Occasionally lifts and/or moves up to 20 pounds. Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

Noise level in the work environment is usually moderate.

Other

#LI-DNI

Compensation and Benefits

The applicable base salary range for this role is $34,100 to $58,200.The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.