Customer Service Representative

Job Description

Customer Service Representative I | One Inc

The Tone:
This is a full-time, hourly role at One Inc, located remotely, with hours from 11a – 8p EST. One Inc empowers insurers to meet policyholder expectations by developing an Insurance Payments Network that seamlessly integrates multi-channel digital communications with inbound payment processing and outbound disbursement. This network manages over $120 billion in annual payments for more than 300 insurance carriers, helping them honor commitments instantly and securely. This entry-level role is crucial for assisting insureds, individuals, service providers, and adjusters with claim payments, directly contributing to the company’s mission of keeping every payment a promise.

The TL;DR
• Role: Full Time
• Type: Full-Time, Hourly
• Location: Remote
• Team: Operations Department, reporting to Customer Service, Team Lead.
• Mission: Resolve customer inquiries, handle escalations, provide basic troubleshooting for claim payments, and ensure overall customer satisfaction.
• Tech Stack: Word, Excel, Outlook

What You’ll Actually Do
• Customer Interaction: Respond promptly to customer inquiries and maintain a positive, empathetic, and professional attitude across various communication channels.
• Issue Resolution: Resolve customer complaints, de-escalate situations, or escalate to team leads, managers, or other internal resources as necessary.
• Knowledge & Guidance: Become knowledgeable in company products and services to guide customers through basic troubleshooting or setup processes effectively.
• Documentation: Accurately keep detailed records of all customer interactions, transactions, comments, and complaints.
• Process Improvement: Communicate and coordinate with colleagues and provide feedback to enhance the efficiency of the customer service process.

The Must-Haves
• Background: Associate degree OR 2+ years relevant experience; entry-level role for individuals focused on Customer Service and Technical Support.
• Experience: Call center experience and proven remote work experience.
• Skills: Excellent customer service and people skills, strong organization skills, good computer skills, excellent written and verbal communication skills, detail-oriented, and able to follow instructions accurately.
• Bonus: Insurance experience and payments experience.