Customer Service Specialist

Overview Working in a call center environment to deliver top level service to providers, claimants, policyholders and agents by efficiently gathering customer information, assessing and fulfilling needs. Provide help desk support to online customers and facilitate user access and assist with password resets. Responsibilities Act as customer service contact for a large volume of inbound calls from providers, claimants, policyholders, agents and internal customers. Explain Workers Compensation and Property and Casualty policies for external and internal customers. Analyze problems/concerns of the customer and either provide information/ solution or consult with other areas to obtain further information, clarification or assistance when appropriate. Provide information by reviewing bills, payments, benefits, policy status, and premium due and facilitate collections by taking electronic premium payments. Act as interface for online customers requesting Account Registration access or assistance with resetting passwords and provide troubleshooting assistance and support for incoming queries and issues related to Zenith customer applications. Document information, activities and changes of pertinent information and policy transactions in notes system. May act as a (Spanish) Interpreter for internal claims staff. Apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions. Work productively and harmoniously with others on a consistent basis. Respond positively to direction and feedback on performance. Consistently maintain professional and appropriate demeanor. Perform other duties/projects as assigned. Education High School Diploma or equivalent combination of education and experience required Bachelor’s Degree or equivalent combination of education and experience preferred Work Experience 1+ years previous call center/customer service experience required Knowledge, Skills, And Abilities Strong computer skills with ability to navigate through multiple applications at any given time. Proficient with Microsoft Office Suite including Excel, Word, and Outlook. Prior experience working in a high production environment and delivering exceptional customer service and following established protocols required. Demonstrated ability to communicate effectively and listen actively with strong problem‑solving skills required. Excellent verbal and written communication skills; excellent phone skills, strong attention to detail required. Demonstrated ability to work effectively and collaboratively as a member of a team. Action‑oriented; results‑oriented; with demonstrated ability to work with a sense of urgency and manage multiple tasks simultaneously and expeditiously required. Bilingual (fluent Spanish) strongly preferred. Pay, Benefits, And Other Information The expected salary range for this position is $37,109.59 - $54,272.78. Actual pay will be adjusted based on experience, geographic location, and other job‑related factors as permitted by law. Qualifications may warrant placement in a different job level. Benefits Medical, Dental and Vision Insurance Flexible Spending Accounts Paid Parental Leave Life, AD&D and Disability Insurance 401(k), Employee Share Purchase Plan (ESPP) Education and Training Reimbursement Paid Leave: 3 weeks/year Vacation, 2 weeks/year Sick Leave 10 paid Company Holidays, 2 Personal Days, 2 Floating Holidays Employee Assistance Program (EAP) Equal Opportunity Employment Zenith Insurance Company is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristic. In compliance with California law, we are committed to fair hiring practices. Pursuant to the California Fair Chance Act (AB 1008), we will consider qualified applicants with criminal histories in a manner consistent with the law. Additionally, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will not inquire about an applicant’s criminal history until after a conditional offer of employment has been made. Accessibility Statement If you are a qualified individual with a disability or a disabled veteran and need assistance accessing our career center or applying for a position due to your disability, you are entitled to request an accommodation. To make a request, please contact a Human resources representative at Zenith Insurance Company. #J-18808-Ljbffr Zenith Insurance Company (United States)