Customer Support Representative

Sedgwick Claims Management Services Ltd; Northern (KY); Hybrid; USD 33,000 - 47,000; Full time

Benefits offered by this job

Medical and dental benefits

Vision benefits

401k with matching

Paid time off (PTO)

Life and disability insurance

Employee assistance program

Health savings or flexible spending

Job summary

Sedgwick Claims Management Services Ltd is seeking a Customer Support Representative to provide responsive, high-quality support to customers, auditors, and internal partners. You will resolve inquiries, document steps, and maintain expert knowledge of BillReview IQ applications.

The role requires excellent verbal and written communication, a customer-first mindset, and the ability to work on a remote schedule with a late shift once per week. comprehensive benefits apply.

Qualifications

• High school diploma or GED required or Bachelor's degree preferred.
• Strong verbal and written communication skills are essential.
• Experience in customer service or technical support is preferred.
• Proficient with Microsoft Office and basic computer functions.

Responsibilities

• Assist customers, auditors, and internal partners, ensuring professional service.
• Learn and maintain expert knowledge of BillReview IQ applications.
• Respond to incoming calls and document interactions in the CRM system.
• Track and resolve customer issues within defined timelines with follow-up.

Skills

Verbal communication

Written communication

Interpersonal skills

Troubleshooting

Computer literacy

Microsoft Office

Time management

Analytical thinking

Teamwork

Adaptability

Education

High school diploma or GED

Bachelor’s degree preferred

Tools

CRM system

BillReview IQ

Job description

## Customer Support RepresentativeApplylocations: Telecommuter OHtime type: Full timeposted on: Posted Todayjob requisition id: R75683By 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 CompaniesCertified as a Great Place to WorkFortune Best Workplaces in Financial Services & InsuranceCustomer 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 escalate 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.**ADDITIONAL FUNCTIONS and RESPONSIBILITIES*** Performs other duties as assigned.* Travel as required.**QUALIFICATIONS****Education & Licensing**High school diploma or GED required **OR** Bachelor's degree from an accredited college or university preferred.**Experience**One (1) year of customer service in technical support, helpdesk, or related role required, or equivalent combination of education and experience.**Skills & Knowledge*** 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 talkingThe 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. A comprehensive benefits package is offered including but not limited to, 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.