Customer Service Representative

Customer Service Representative

Phoenix Offshore is an organization that connects U.S. businesses with Lebanese talent across various services, and in this case, we are recruiting Lebanese talent for a privately held & Lebanese-owned insurance agency headquartered in Washington, DC. As an all-lines insurance broker, they have been serving domestic and international communities with success since 1970. They offer a wide range of insurance products and risk management services, including Embassies & Diplomatic Missions, Commercial, Life and Disability, Employee Benefits, and Private Clients. Given that the agency is client-focused, customer experience is at the top of its priorities. The client's most valued asset is its people. Finding the right people is vital to providing a great customer service experience. Their human capital is their competitive advantage; it is what truly separates them from what the competition views as the industry standard for customer service. As recipients of the GOLD Stevie Award for Best in Customer Service, their standards for providing the best customer experience are extremely high. This position offers ample training and the opportunity to join an exceptional American firm that is expanding its international presence.

Job Description

The Customer Service Representative provides customer service to clients, in addition to assisting and supporting the account management team with a wide range of responsibilities and tasks including:

• Provide administrative support to Account Executive and Account Manager.
• Assist Account Executives/Managers in coordinating all aspects of client activities.
• Provide exceptional customer service by communicating and responding to clients and carriers in a timely manner via phone or email.
• Handle multiple types of customer experience inquiries, resolve service concerns, document customer requests, and complete changes to policies which do not require a license.
• Effectively manage claim inquiries and follow up.
• Contact insurance carriers for acknowledgement, status, and potential escalation for pending claims.
• Assist with billing retrieval and follow up with clients for payments and documentation.
• Assist with Mortgagee change requests.
• Assist with documentation for quotes received, policies issued and endorsements.
• Assist account management team with eligibility requests.
• Assist with billing audits and correcting errors by providing the necessary documentation.
• Enter and update client policy information in agency management system Epic.
• Update and organize client files and records.
• Data entry and research.
• Assist with projects as needed to support team and agency.

PLEASE READ: This is a full-time position with an expectation to be online and available from 8:30 AM to 5:30 PM EST (15:30 to 00:30 Beirut Time) Monday through Friday. This role has a salary of $1300/month.

Qualifications

• Highly fluent in both English and Arabic
• 2+ years of professional work experience
• 1-2 years of experience in customer service
• Excellent working knowledge of Microsoft Word, Excel, and PowerPoint.
• Self-motivated with the ability to work effectively as part of a team or on individually assigned tasks
• The ability to work in a fast-paced environment where time-management and prioritization skills are essential
• Detail-oriented and systematic in their working style
• Able to quickly learn new critical internal work management software
• Access to a high-functioning computer and exceptional internet connection