Customer Service Representative

Florida, Tampa-St. Petersburg-Cl

Posted: 10/09/2018 Industry: Other (HR, Admin, Mkt, Sales) Job Number: 12210 Pay Rate: $17.50

Customer Service Representative

Perform as the first point of contact with member companies for processes, requests and arbitration rule clarifications
Facilitating the arbitration hearing process by onboarding new member companies, third-party administrator (TPA) companies and new arbitrators in the arbitration system
Providing support to arbitrators that render a decision on the arbitration filings and their Field Arbitration Managers (FAMs) with the hearing process
Coordinating the scheduling, case assigning, developing of ad hoc reports, and ensuring turnaround times are met
Assist in analyzing decision disputes when involved companies believe errors occurred on arbitration filings and wish to have the decisions voided/corrected

Specific Duties:
Handling incoming calls from member companies on what type of claims qualify for arbitration, how to file arbitration cases, which application the case qualifies for, clarification on arbitration rules, assistance with rendering a decision on a case, and assistance with interpreting an arbitration decision.

Process incoming emails via Issuetrak by routing issues to correct department for handling, research issues raised by member via Issuetrak, and responding to Issuetraks while maintaining set department turnaround times.

Reviewing arbitration filings to determine if filings are proper and arbitration can proceed.

Updating system to reflect material received by mail from companies on the arbitration filings. Monitor evidence received via RightFax system, and following up with the member representatives when errors occur with uploading their evidence to the arbitration filings.

Knowledge, Skills, Ability:
The experience required for this job is intermediate level of customer service skills and strong writing skills. The position requires business skills normally obtained in a planned on-sight training in the company rules and processes, and office equipment. On the job training will be provided on the company rules and process application to effectively perform the duties of this job. It would take someone with appropriate preparation and experience six (6) months to perform this position satisfactorily.

3 years of related Customer Service skills, strong critical thinker, strong analytical skills, and ability to quickly troubleshoot issues
Advanced Excel, intermediate level of MS Office, Visio, and Word,
Visual Basic and intermediate programming knowledge and an Associate s Degree are A PLUS.
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