Remote Customer Support Specialist — Hybrid Role

Arch Capital Group; United States; Hybrid; USD 38,000 - 46,000; Full time

Benefits offered by this job

Health insurance

401k matching

Paid time off (20 days)

Paid holidays

Job summary

Arch Capital Group is seeking a customer service professional to provide first-level support and directory assistance for external and internal customers. The role involves handling claims calls, routing, and support tasks in a hybrid setting with three days in the office.

The ideal candidate has 2–3+ years of customer service experience, excellent communication skills, and proficiency with Microsoft Office. Bilingual ability is preferred to assist diverse clients and vendors.

Qualifications

• High school diploma or equivalent.
• 2–3+ years of experience in customer service.
• Excellent verbal and written communications.
• Excellent customer service skills.
• Strong interpersonal skills.
• Demonstrated team behavior; willingness to help.
• Excellent PC skills and knowledge of Microsoft Office Suite.
• Analytical problem‑solving skills.
• Routing and managing electronic documents in an imaging system.
• Hybrid role requiring three days in office.
• Bilingual preferred.
• Flexibility and adaptability in team settings.

Responsibilities

• Adheres to World Class Customer Service Standards and documents all customer interactions in the call center management technology application.
• Responds to inquiries and advances to supervisory level where applicable.
• Manages workflow, productivity and quality to meet goals and service levels.
• Communicates changes in processes and aids in creating job aids to ensure consistency.
• Addresses claims intake questions and routes escalations to Management.
• Routinely sets up/routes incoming FNOLs and prepares acknowledgement letters.
• Uses research tools to identify and distribute unidentifiable mail.
• Provides backup to Document Indexers for unidentified mail/correspondence.
• Participates in Arch Experience values and improvement initiatives.
• Ensures customers are warm transferred to the correct resource and follows up for satisfaction.
• Responds to incoming calls and correspondence (electronic and paper).

Skills

Verbal communication

Written communication

Interpersonal skills

Team player

Problem solving

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Arch Capital Group is seeking a customer service professional to provide first-level support and directory assistance for external and internal customers. The role involves handling claims calls, routing, and support tasks in a hybrid setting with three days in the office.

The ideal candidate has 2–3+ years of customer service experience, excellent communication skills, and proficiency with Microsoft Office. Bilingual ability is preferred to assist diverse clients and vendors.