Customer Support Representative

Sedgwick Claims Management Services Ltd; Kentucky; Hybrid; USD 33,000 - 47,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k and matching

PTO

Disability and life insurance

Employee assistance

FSA/HSA

Other voluntary benefits

Job summary

Sedgwick is seeking a Customer Support Specialist in Kentucky to provide responsive, high-quality support to customers, auditors, and internal partners by resolving inquiries and maintaining expert knowledge of BillReview IQ applications.

You will respond to calls, log interactions in the CRM, and help log defects or change requests while contributing to continuous improvement efforts. Travel as needed and one late shift per week are required.

Qualifications

• High school diploma or GED required or Bachelor's degree preferred.
• 1 year of customer service in technical support, helpdesk, or related role or equivalent experience.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with a customer-first mindset.
• Ability to troubleshoot and support users of software applications.
• Proficiency with Microsoft Office and general PC applications.

Responsibilities

• Assist customers, auditors, and customer success, ensuring a positive experience.
• Maintain expert knowledge of BillReview IQ software and stay current with updates.
• Respond promptly to customer calls during scheduled hours.
• Track, manage, and resolve customer issues within defined timelines.
• Record interactions in the CRM accurately and log troubleshooting steps.
• Identify root causes and contribute to continuous improvement efforts.

Skills

Customer service

Verbal communication

Written communication

Problem solving

CRM systems

Microsoft Office

Teamwork

Education

High school diploma or GED

Bachelor's degree (preferred)

Tools

BillReview IQ

CRM systems

Job description

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve. Newsweek Recognizes Sedgwick as America's Greatest Workplaces National Top Companies Certified as a Great Place to Work Fortune Best Workplaces in Financial Services & Insurance Customer Support Representative

PRIMARY PURPOSE

The Customer Support Specialist provides responsive, high-quality support to customers, auditors, and internal partners by resolving inquiries, maintaining expert knowledge of BillReview IQ applications, and ensuring accurate issue tracking and timely resolution while contributing to continuous improvement efforts.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Serves as a contact to assist customers, auditors, and customer success, handing inquiries and ensuring a consistently positive and professional experience.
• Learns and maintains expert-level knowledge of BillReview IQ's software applications and stay current with system updates and changes.
• Responds promptly to incoming customer calls while actively logged into the phone system during scheduled hours.
• Tracks, manages, and resolves customer issues within defined timelines, ensuring timely follow-up and resolution.
• Builds and nurtures strong relationships with internal and external users to foster trust and long-term engagement.
• Identifies and document software defects or change requests, collaborating with senior members of team to log and escape though tracking software.
• Records customer interactions accurately, troubleshooting steps, and resolution processes using the designated CRM system.
• Analyzes recurring issues to identify root causes and contribute to continuous improvement efforts.
• Be available to work one late shift (11:00 AM - 8:00 PM) per week.
• Performs other duties as assigned.
• Travel as required.

QUALIFICATIONS

• High school diploma or GED required OR Bachelor's degree from an accredited college or university preferred.
• One (1) year of customer service in technical support, helpdesk, or related role required, or equivalent combination of education and experience.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with a customer-first mindset.
• Demonstrated ability to troubleshoot and support users of software applications.
• Solid understanding of basic computer functions, including the ability to guide users through technical processes.
• Strong organizational, time management, and multitasking skills in a fast-paced environment.
• Analytical and problem-solving abilities with attention to detail.
• Ability to research solutions, retain information, and effectively utilize available tools and resources.
• Proficiency with Microsoft Office products and general PC applications.
• Ability to work independently and collaboratively in a team environment.
• Adaptable, resourceful, and flexible approach to work.
• Ability to meet or exceed performance competencies.

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time. As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is $29/hour.

BENEFITS

• medical
• dental
• vision
• 401k and matching
• PTO
• disability and life insurance
• employee assistance
• flexible spending or health savings account
• and other additional voluntary benefits.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace. Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience.

You may be just the right candidate for this or other roles. Sedgwick is the world's leading risk and claims administration partner, which helps clients thrive by navigating the unexpected. The company's expertise, combined with the most advanced AI-enabled technology available, sets the standard for solutions in claims administration, loss adjusting, benefits administration, and product recall. With over 33,000 colleagues and 10,000 clients across 80 countries, Sedgwick provides unmatched perspective, caring that counts, and solutions for the rapidly changing and complex risk landscape.

For more, see sedgwick.com