Customer Service Representative

APCO Holdings, LLC.; Westerville (OH); Remote; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Service Representative to deliver exceptional service to customers. In this role, you will handle a high volume of inbound calls, answer queries, and resolve issues, ensuring a seamless experience for clients. The ideal candidate will possess strong organizational and communication skills, along with a commitment to maintaining high service standards. This remote position offers the opportunity to work in a supportive environment that values continuous improvement and personal development. If you are passionate about customer service and ready to make a difference, this role is perfect for you.

Qualifications

• Must perform essential duties satisfactorily.
• Reasonable accommodations will be provided for individuals with disabilities.

Responsibilities

• Provide Best-In-Class customer service to inbound claims questions.
• Handle high volume of incoming calls and resolve customer issues.
• Maintain accurate documentation and monitor call queues.

Skills

Organizational Skills

Customer Service Skills

Verbal Communication Skills

Written Communication Skills

Adaptability

Typing Proficiency

Microsoft Office

Confidentiality

Teamwork

Willingness to Learn

Education

High School Diploma

Tools

Microsoft Office

Outlook

Job description

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Summary

The Customer Service Representative will provide Best-In-Class customer service to all inbound coverage and/or general claims questions from customers (i.e., contract holders, dealers, agents, shops, etc.).

1. Handle a high volume of incoming calls within service metrics.
2. Answer customer questions, resolve issues, or transfer calls to the appropriate department.
3. Update systems with new or revised information.
4. Proactively communicate with key stakeholders to ensure a top-tier claims experience.
5. Maintain timely, accurate, and consistent documentation of files.
6. Monitor call queues and ensure agent availability.
7. Meet all customer needs (internal and external).
8. Support and embody company core values and a Continuous Improvement environment.
9. Perform other duties as assigned.

Education and Experience

• High School Diploma required.

Skills

• Strong organizational and customer service skills.
• Excellent verbal and written communication skills.
• Ability to adapt to shifting priorities.
• Ability to articulate information clearly and concisely.
• Proficiency with typing, Microsoft Office, Outlook, and internal/external systems.
• Ability to maintain confidentiality and work independently or in a team.
• Willingness to learn and develop new skills.

Physical Demands

This position is remote; candidates should have a quiet, distraction-free workspace with reliable internet. Physical requirements include occasional standing, walking, sitting, bending, and long periods at a computer, with vision abilities including near, far, color, and peripheral vision.

Qualifications

Must be able to perform essential duties satisfactorily. Reasonable accommodations will be provided for individuals with disabilities. The job description is not exhaustive and duties may change.

Additional Information

APCO/GWC is a drug-free workplace and an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, sex, religion, national origin, age, disability, veteran status, or other protected status.