Are you a Cashier, Warranty Admin, or in Customer Service at a Dealer or repair facility
who’s ready for a Monday to Friday work schedule? Do you want a new career using your experience TODAY? We’re looking for people who want to achieve something significant and make a contribution to success on a large scale in their careers at EFG.
Throughout its 40-year history, EFG has continually demonstrated their commitment to exceed customer expectations. Customer service and claims administration standards and real-time performance is continuously projected on the company’s walls as a constant measure of performance. 95.88 percent of claims calls are answered within 90 seconds, and 96 percent of all claims are paid by corporate credit card within one hour of receipt of invoice.
EFG believes longevity and success is ultimately measured by a simple premise: keeping a promise to a customer at a time when they need it most. EFG prides itself on being a claims-honoring third-party administrator.
Customer Service Representative Job Summary:
The Vehicle & Specialty Claims (VSC) Customer Service Representative plays a critical role in delivering on the EFG promise to clients by answering questions, providing information and education pertaining to coverage, eligibility, benefits, claims resolution, and billing questions in a call center environment. The Customer Service Representative is empowered to use reasonable discretion in determining appropriate actions needed to resolve issues and satisfy customers.
Under direct supervision, answer on average 70 inbound calls per day, using a focus on customer service
Respond with empathy during difficult customer conversations, while simultaneously entering data on different screens.
Provide direct guidance and assistance to customers regarding processing procedures and how their inquiries will be answered if additional information is requested.
Investigate customer complaints and suggests solutions or resolves when appropriate. Monitors customer inquiries and/or problems, alerts management to potential problems.
Follow standard screens/scripts as appropriate.
Record all customer interactions - gather information and examine forms, policies, and other records as provided by customer and repair facilities to make appropriate determination of resolution.
Appropriately escalate customer questions and issues when necessary according to standard processes.
Recognize trends in customer interactions and report to higher level for action.
Build and maintain effective internal working relationships and support teamwork in meeting company goals.
Understand how the Customer Service Representative role fits into the larger organizational context and actively support others in the achievement of common goals.
Maintain professionalism with all contacts, both internal and external and treat individuals with respect.
Work cross-departmentally in recognizing and providing sale’s opportunities for Simplicity.
High School Diploma or GED
Automotive knowledge and work experience - Dealer or repair facility customer service, cashier, and administration experience preferred.
3-5 years customer service experience
Must be able to understand all aspects of the claims and payables processes
Must be able type at least 40 WPM & Basic PC skills
Excellent Customer Service skills
Excellent written and verbal communication skills
Excellent organizational and time management skills
Bilingual – English/Spanish, both written and verbal preferred
Ability to adapt to a constantly changing extremely fast paced environment
Ability to learn new computer programs and department processes
Strong negotiation and conflict resolution skills