Customer Service Representative I

POSITION SUMMARY

Dedicated resource for answering customer inquiries regarding Chesapeake Employers’ workers’ compensation insurance policies, claims, products and services. Serve as Chesapeake Employers’ “front-line” to the customer and provide timely, accurate and courteous responses to their inquiries. Communicate directly with agents, policyholders, injured workers, attorneys, medical providers and other Chesapeake Employers teammates.

DUTIES AND RESPONSIBILITIES

• Demonstrate expertise in assigned skillsets.
• Provides front line "first class" service to all internal and external customers.
• Answers customer concerns regarding information on rates, policies, and claim status to injured workers, attorneys, agents, and medical providers.
• As a teammate of Chesapeake Employers, we must safeguard the privacy and security of our clients' information. This means following Chesapeake Employers privacy and information security policies and procedures. If you notice any unusual or suspicious activity, you must report it immediately. As part of your normal job duties, you may come across sensitive or confidential information and are responsible for keeping our data secure and confidential.
• Actively supports the company strategies and department goals by accomplishing tasks as assigned.
• Contributes to the achievement of established department goals and objectives; adheres to department policies, procedures, quality and safety standards, and consistently exhibits Chesapeake’s Values and Behaviors.
• Performs other duties as assigned.

SKILLS, EDUCATION AND EXPERIENCE

• A High School Diploma or equivalent is required.
• 1–2 years of customer service experience required.
• Experience in an insurance industry preferred.
• Excellent verbal and written communication skills required.
• Basic PC skills required.
• Knowledge of MS Office Suite is required.
• Bi-lingual preferred.

POSITIONAL COMPETENCIES

• Bias for Action
• Knowledge Sharing
• Deliver Results
• Service and Sales Excellence
• Personal Leadership
• Teamwork and Communication

PHYSICAL DEMANDS

While performing the duties of this job, the teammate is regularly required to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms. The teammate is occasionally required to stand, walk, stoop, kneel, crouch or crawl. The teammate may occasionally lift up to 30 pounds. Specific vision abilities are required, which includes close vision, peripheral vision and the ability to adjust focus.

WORK ENVIRONMENT

Office Environment. The noise level is usually moderate.

Customer Service Representative II

POSITION SUMMARY

Dedicated resource for answering customer inquiries regarding Chesapeake Employers workers’ compensation insurance policies, claims, products and services. Serve as Chesapeake Employers’ “front-line” to the customer and provide timely, accurate and courteous responses to their inquiries. Communicate directly with agents, policyholders, injured workers, attorneys, medical providers and other Chesapeake Employers’ teammates.

DUTIES AND RESPONSIBILITIES

• Proficient in all queues and mailbox actions.
• Provides front line "first class" service to all internal and external customers.
• Answers customer concerns regarding information on rates, policies, and claim status to injured workers, attorneys, agents, and medical providers.
• May provide coaching for CSR I’s.
• As a teammate of Chesapeake Employers’, we must safeguard the privacy and security of our clients' information. This means following Chesapeake Employers privacy and information security policies and procedures. If you notice any unusual or suspicious activity, you must report it immediately. As part of your normal job duties, you may come across sensitive or confidential information and are responsible for keeping our data secure and confidential.
• Performs other duties as assigned.
• Contributes to the achievement of established department goals and objectives; adheres to departmental policies, procedures, quality and safety standards, and consistently exhibits Chesapeake’s Values and Behaviors.

SKILLS, EDUCATION AND EXPERIENCE

• AA degree or 2–4 years’ experience in a P/C insurance industry preferred.
• WCP or equivalent preferred must be obtained within first year in the position.
• 1 year of customer service experience in workers compensation insurance industry (underwriting, medical billing or claims) preferred.
• Excellent verbal and written communication skills required.
• Advanced PC skills required.
• Knowledge of MS Office Suite is required.
• Fluency in Spanish verbal and written communication preferred.

POSITIONAL COMPETENCIES

• Bias for Action
• Knowledge Sharing
• Deliver Results
• Service Excellence
• Personal Leadership
• Teamwork and Communication
• Developing others

PHYSICAL DEMANDS

While performing the duties of this job, the teammate is regularly required to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms. The teammate is occasionally required to stand, walk, stoop, kneel, crouch or crawl. The teammate may occasionally lift up to 30 pounds. Specific vision abilities are required, which includes close vision, peripheral vision and the ability to adjust focus.

WORK ENVIRONMENT

Office Environment. The noise level is usually moderate.