Customer Service Representative

Job Description

Job Description

Salary :

This is a hybrid role; 3 days in office (Schaumburg), 2 days remote.

About Innovation Group North America

Innovation Group North America (IGNA) is part of a leading global insuretech business, helping the insurance market handle millions of claims each year in the most efficient way possible.

Simplicity, connectivity, and collaboration guide everything we do, from our customers to our team members. Innovation Group is a growing organization with opportunities for new team members to learn about the evolving insuretech space, find efficient solutions, and chart a path forward in their career all while enhancing their knowledge of the industry and being a key part of our organization’s success.

Customer Service Representative Role

The Customer Service Representative role is our way of introducing you to the insurance industry via the insuretech space.

In this role, team members begin their career learning what it takes to provide service to those in our Fleet Division managing the claims, repair, rental, and recovery process for our fleet clients.

This customer service position serves as a launching point into a career of learning and growing with Innovation Group.

What you’ll do :

• Promptly aid individuals who have been in a vehicle accident by serving as the primary point of contact for all inbound emergency calls.
• Collaboratively work with other departments to resolve customer quickly, efficiently, and empathetically and / or vendor issues.
• Utilize strong problem-solving skills with ability to come to a quick and effective resolution for each driver.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Arrange tows, rental vehicles, glass and collision repairs (if necessary) through our network of collision body shops.
• Follow client-specific rental and repair guidelines.
• Efficiently responding to inbound calls from vendors, clients, or drivers concerning vehicle repairs.
• Create electronic claims based on client specific instructions from drivers via phone, email, or fax.
• Provide clear explanation of claims process to drivers.
• Create accident reports from accident information and details provided by drivers.
• Manage email boxes for client and driver-related inquires and follow-ups.
• Help to train new employees by Y-jacking, and inform them about the company's customer management policies.
• Communicate effectively to coworkers, clients, and vendors in a clear and concise manner.
• Collaboratively work with other departments to resolve customers quickly, efficiently, and empathetically and / or vendor issues.

What we’re looking for :

• A minimum of High School Diploma or equivalent
• At least two years of customer service experience
• Automotive experience is a plus
• Insurance claims exposure a plus
• Basic to intermediate computer skills and Proficiency in MS Office

At Innovation Group, we value the contributions of our employees. We provide a robust benefits package that includes :

• Medical, dental, and vision insurance
• Life insurance
• Short-term and long-term disability insurance
• Flexible spending account options
• Health and dependent care saving accounts
• Paid time off
• Paid sick leave
• 9 paid holidays
• 401(k) investment options
• Student loan repayment plan
• Employee assistance program
30+ days ago