Call Center Representative

• Process clients’ first notice of loss claim reports received through Zurich’s phone & non-phone reporting options in a timely and accurate manner
• Resolve complex claims inquiries and problems, judging when to pass complex queries on to or involve others to provide an effective service and clear advice to colleagues and customers
• Liaise with internal and external clients to exchange information, clarify facts, and resolve queries and/or problems efficiently
• Provide feedback and recommendations to the team to improve the quality of customer care
• Follow procedures to ensure adherence to the company’s risk and compliance policies

Claims Call Center Representative

• Accurately clarify, research and communicate information to provide options that fulfill customer needs in response to inquiries, requests and requirements related to new and existing car rental reservations
• As appropriate cross sell ancillary products & services to obtain and grow revenue
• Insure that all interactions are in accordance with company policies and standards of customer service and professionalism
• Customers include Prestige (Chairman's Club, President's Club, CEO, etc.), Corporate Tour and general consumer groups
• Accurately clarify, research and communicate information to provide and implement solutions in response to customer inquiries, requests and issues related to past and future car rentals
• Customers include Prestige (Chairman's club, President's club, CEO, etc.), Corporate Tour and general consumer groups
• Accurately input required data into various company systems for tracking and retention of customer records
• Insure that all interactions are in accordance with company policy and standards of customer service and professionalism
• Provide highly accurate and prompt assistance, completion and processing of forms and/or reports related to reservation special handling requirements or requests
• Coordinate forthcoming reservations and/or investigate customer service issues through telephone and email communication with field operations personnel
• Insure accurate and timely completion of adjustments for customers
• Prepare communications to customers using professional standards of vocabulary and grammar
• Participate in special projects and/or conduct various other duties as may be required or assigned

Reservations Representative – Contact Center

• Provide Telephony & Routing Analytics Support across inbound, outbound, and IVR call flows.
• Maintain and monitor key workforce and telephony KPIs to inform short- and long-term capacity models, including handle time, utilization, shrinkage, and volume trends.
• Manage and support the flow of telephony and interaction data from NiCE platforms into Enterprise Data Analytics environments.
• Identify, investigate, and resolve data discrepancies between telephony platforms, workforce systems, and downstream reporting.
• Execute ad hoc reporting requests to support leadership inquiries, operational reviews, and cross-functional initiatives.
• Deliver Workforce & Operational Insights by analyzing agent performance, volume patterns, and routing outcomes to surface risks and opportunities.
• Support TFN, IVR, and Telephony Structure by validating routing logic, number assignments, hours of operation, and queue configuration.
• Proactively flag routing anomalies, call distribution issues, or performance irregularities and partner with Operations, Technology, and Platform teams on remediation.
• Contribute to documentation of data definitions, KPI logic, and telephony reporting standards to promote consistency and transparency.

Manager, Contact Center Operations – Insights

• Handle inbound interactions for major brands
• Assist customers with questions, service requests, account needs, and product support
• Use guided systems and resources to deliver high-quality customer care
• Maintain professionalism, accuracy, and brand alignment
• Enjoy schedule flexibility once certified

Inbound Call Center Agent

• Manage a high volume of inbound and outbound calls
• Provide exceptional customer service
• Schedule patient appointments accurately using the organization's EMR system
• Assist patients in rescheduling or canceling appointments
• Verify and update patient demographic and insurance information
• Document all patient interactions and maintain accurate call records
• Collaborate with clinical staff and other departments to ensure a seamless patient experience
• Follow HIPAA regulations to maintain patient confidentiality and data security

• Make an average of 50 outbound calls per hour placed by an automatic dialer system to offer, explain, and schedule a free in-home or virtual health evaluation with a provider
• Follow 20+ approved scripts, ensure members understand and are comfortable with the terms, and respond to rebuttals persuasively and with professional courtesy
• Present a positive, professional, and high energy approach to clients, health plan members, and team members
• Meet daily goals set by the department (i.e., 300-400 outbound dials per day, 25 appointments set per day, shift and attendance policy adherence, quality targets, etc.) in an office or remote environment
• Adjust, reschedule, and cancel appointments with both members and contracted providers, as requested
• Monitor performance results including appointments, calls, handle time, and productivity using designated reporting systems
• Report member complaints and escalations immediately to Member Engagement Managers
• Participate in peer side-by-side coaching as needed
• Follow HIPAA and other security and privacy guidelines when handling protected health information accessed during normal work activities

Outbound Call Center Representative

• Handle customer interactions (calls, chats, emails) in a fast-paced environment.
• Identify upselling opportunities and close deals to reach your sales and commissions targets.
• Accurately resolve issues related to service, billing, payments, and collections.
• Explain bills and product features clearly.
• Troubleshoot basic problems and seek higher support if needed.
• Build customer confidence and loyalty by resolving issues.
• Support various customer inquiries, including technical issues.
• Work a flexible 40 hour per week schedule, which may include nights, weekends, and overtime.
• Paid training to set you up for success.

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