First-Line Customer Support Specialist

archgroup; Omaha (NE); Hybrid; USD 38,000 - 52,000; Full time

Benefits offered by this job

Health benefits

401k matching

PTO starting at 20 days

Paid holidays

Life and AD&D insurance

Short/Long-term disability

Parental leave

Student loan assistance

Job summary

Arch is seeking a customer service professional to provide first-level support and directory assistance to both external and internal customers. The role includes handling claims calls, documenting interactions, and routing escalations to appropriate teams.

A strong emphasis on accuracy, responsiveness, and teamwork will be essential in a hybrid work environment. The ideal candidate has 2–3+ years in customer service, excellent communication skills, proficient PC skills, and the ability to

Qualifications

• High school diploma or equivalent; some college or insurance related education preferred.
• 2–3+ years of experience in customer service.
• Excellent verbal and written communications.
• Strong customer service skills and interpersonal abilities.
• Demonstrated teamwork and willingness to help others.
• Excellent PC skills and knowledge of Microsoft Office suite.
• Analytical problem-solving skills.
• Routing and managing electronic documents in an imaging system.

Responsibilities

• Provide first-level support and directory assistance to Arch external and internal customers.
• Respond to claims calls and correspondence from brokers, insured and non-insured claimants and vendors.
• Adhere to customer service standards and document interactions in the call center system.
• Resolve or escalate inquiries to supervisory level as needed.
• Manage personal workflow, productivity and quality to meet targets and SLAs.
• Assist in creating and maintaining job aids to ensure workflow consistency.
• Route escalations and ensure warm transfers to the appropriate Arch resource.

Skills

Customer service

Verbal communication

Written communication

Interpersonal skills

Teamwork

Analytical problem solving

Routing and document management

Education

High school diploma

Some college

Insurance related education

Tools

Microsoft Office

Imaging system

Job description

Arch is seeking a customer service professional to provide first-level support and directory assistance to both external and internal customers. The role includes handling claims calls, documenting interactions, and routing escalations to appropriate teams.

A strong emphasis on accuracy, responsiveness, and teamwork will be essential in a hybrid work environment. The ideal candidate has 2–3+ years in customer service, excellent communication skills, proficient PC skills, and the ability to