Customer Service Representative

Davies; Springfield (MA); Remote; USD 1,000; Full time

Job summary

A leading company in the insurance sector is seeking a Customer Service Representative to manage claimant requests. This role involves answering calls, processing information, and providing administrative support to the Claims Department. We're looking for someone with strong communication skills, attention to detail, and a commitment to customer satisfaction.

Benefits

Medical, dental, and vision plans

401k plan with employer matching

Paid Time Off (PTO)

Paid holidays

Life insurance and disability plans

Qualifications

• 1-2 years of customer service experience preferred.
• Ability to work in a fast-paced environment.
• Strong organizational skills and recall.

Responsibilities

• Handle incoming calls and client inquiries efficiently.
• Process claimant requests and communication with stakeholders.
• Provide administrative support to the Claims Department.

Skills

Excellent cognitive ability

Analytical skills

Solid written and verbal communication

Interpersonal skills

Detail-oriented

Ability to adapt to changes in the work environment

Education

High school diploma or combination of education and experience

Tools

Microsoft Word

Microsoft Excel

Job description

Customer Service Representative

Department: Claims Administration & Adjusting

Employment Type: Permanent - Full Time

Location: Springfield, MA

Reporting To: Christina Daniele

Compensation: $18.00 / hour

Description

Our Story

Imagine being part of a team that’s not just shaping the future but actively driving it. At Davies North America, we’re at the forefront of innovation and excellence, blending cutting-edge technology with top-tier professional services. As a vital part of the global Davies Group, we help businesses navigate risk, optimize operations, and spearhead transformation in the insurance and regulated sectors.

What's in Store
We are on the lookout for a Customer Service Representative. As the Customer Service Representative (CSR), you will be responsible for the efficient processing of claimant requests and inquiries. The representative must have a broad understanding of the products adjudicated in the Claims department. This role also includes some administrative duties including but not limited to processing requests for information, processing faxes and other incoming mail, and providing claim intake and set up as needed.

Key Responsibilities

• Answer incoming calls
• Gather, research and analyze client/claimant requests for information
• Communicate effectively with claimants and internal/external personnel
• Provide clear and accurate responses to requests for information
• Distribute faxes throughout the day, including uploading necessary documents to claim systems
• Provide phone coverage for multiple phone lines
• Develop and maintain effective relationships and communication with co-workers, management, clients and vendors
• Participate in special projects as needed and perform other related job functions as required
• Provide administrative support to Claim department
• Send necessary forms to claimants (ex: claim forms, name/address, etc.)
• Process new notices, including claim set-up
• Communicate with management, insured, insurance agents, client companies, legal and medical professionals regarding disability claims
• Assist Claim Department (Directors and Claim Examiners) in daily functions and requests
• Direct general inquiries from claimants/clients to the proper department and ensure that inquiries are handled in a timely and courteous manner
• Support company values of We are Dynamic, We are Innovative, We are Connected, and We Succeed Together
• Perform other duties as assigned

This is a full-time, home-based position.

Skills, knowledge & expertise

• High school diploma or combination of education and experience
• One to two years of customer service or other relevant work experience
• Excellent cognitive ability, analytical skills, organization and recall
• Solid written and verbal communication and interpersonal skills
• Basic client service skills
• Solid knowledge of Microsoft Word and Excel
• Detail-oriented
• Ability to work in a fast-paced environment
• Ability to work individually and as a team player
• Ability to adapt to changes in the work environment

Benefits

Benefits

At Davies North America, we are dedicated to supporting the well-being and future of our qualifying employees. Our comprehensive benefits package includes:

• Medical, dental, and vision plans to ensure your health and that of your family.
• A 401k plan with employer matching to help you build a secure financial future.
• Our time-off policies, including Discretionary Time Off for exempt employees and Paid Time Off (PTO) package for non-exempt employees, reflect our commitment to promoting a healthy work environment.
• Paid holidays.
• Life insurance and both short-term and long-term disability plans, providing essential financial protection for you and your loved ones.

Diversity and Inclusion

Davies is dedicated to fostering a diverse and inclusive workplace that embraces a wide range of perspectives and experiences. We believe that diversity of thought is essential for innovation and creativity, and we actively promote an environment where all voices are valued and heard.