Description
By joining Sedgwick, you'll be part of a company that makes a meaningful difference in people's lives.
As a Customer Support Representative, you will provide responsive, high-quality support to customers, auditors, and internal partners by resolving inquiries, maintaining expert knowledge of BillReview IQ applications, and ensuring accurate issue tracking and timely resolution.
Responsibilities:
- Serve as a contact to assist customers, auditors, and customer success, handling inquiries and ensuring a consistently positive and professional experience.
- Learn and maintain expert-level knowledge of BillReview IQ's software applications and stay current with system updates and changes.
- Respond promptly to incoming customer calls while actively logged into the phone system during scheduled hours.
- Track, manage, and resolve customer issues within defined timelines, ensuring timely follow-up and resolution.
- Build and nurture strong relationships with internal and external users to foster trust and long-term engagement.
- Identify and document software defects or change requests, collaborating with senior members of the team to log and escalate through tracking software.
- Record customer interactions accurately, including troubleshooting steps and resolution processes using the designated CRM system.
- Analyze recurring issues to identify root causes and contribute to continuous improvement efforts.
- Be available to work one late shift (11:00 AM – 8:00 PM) per week.
Requirements:
- High school diploma or GED required; Bachelor's degree from an accredited college or university preferred.
- One (1) year of customer service in technical support, helpdesk, or related role required, or equivalent combination of education and experience.
- Excellent verbal and written communication skills.
- Strong interpersonal skills with a customer-first mindset.
- Demonstrated ability to troubleshoot and support users of software applications.
- Solid understanding of basic computer functions, including the ability to guide users through technical processes.
- Strong organizational, time management, and multitasking skills in a fast-paced environment.
- Analytical and problem-solving abilities with attention to detail.
- Ability to research solutions, retain information, and effectively utilize available tools and resources.
- Proficiency with Microsoft Office products and general PC applications.
- Ability to work independently and collaboratively in a team environment.
- Adaptable, resourceful, and flexible approach to work.
- Ability to meet or exceed performance competencies.
Work Environment:
- Hybrid role with at least 3 days in the office and 2 days remote.
- Possible shifts available after training is complete include: 9:00am – 5:30pm ET, 9:30am – 6pm ET, or 10:00am – 6:30 pm ET.