Customer Care Coordinator

Are you looking to make an impactful difference in your work, yourself, and your community? Why settle for just a job when you can land a career? At ICW Group, we are hiring team members who are ready to use their skills, curiosity, and drive to be part of our  journey as we strive to transform the insurance  carrier space. We're proud to be in business for over 50 years, and its change agents like yourself that will help us continue to deliver our mission to create the best insurance experience possible.

Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for ten consecutive years as a Top 50 performing P&C organization offering the stability of a large, profitable and growing company combined with a focus on all things people. It's our team members who make us an employer of choice and the vibrant company we are today. We strive to make both our  internal and external communities better everyday! Learn more about why you want to be here!

PURPOSE OF THE JOB 

The Customer Care Coordinator will provide support directly or indirectly to agency partners and/or serves as a liaison between customers and ICW technical resources in support of company financial goals. The role will manage and oversee customer service for accounts and improve customer service efficiencies and reducing staffing expenses, while elevating agency partners.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Supports internal and external customers.

• Responds to incoming calls (direct and queue) and provides support via telephone, email and other sources to customers and agency partners.

• Answer questions and inquiries, troubleshoots problems, provides information and resources as appropriate.

• Investigates customer questions and complaints, determines causes and resolves complaints/provides solutions in a timely manner.

• Follows escalation path for complex concerns and issues. Refers inquiries and unresolved issues to the appropriate contact as needed.

• Maintains accurate record keeping and ensures integrity of data for the customer contact program.

• Prepares and runs customer care reports for insureds, agents, and underwriting, may audit reports as a quality control measure.

• Serves as the Customer Care liaison for assigned department.

• Provides agents/customers training and explains ICW Group’s processes as needed. 

Reports regular feedback to management and team.

• Organizes workload and provides regular feedback to Manager on status.

• Attends customer and interdepartmental meetings to provide feedback on account specific issues.

• Partners with IT and management to develop and implement customer care solutions and serves as first point of contact for system related technology. 

Work Comp Underwriting specific job duties:

• Participates in developing and analyzing customer surveys regarding the customer servicing experience.

• Develops and continually updates work flows as needed by the worker’s compensation and technology departments. 

• Updates activity log with questions, issues, and requests. Analyzes log and identifies trends and communicates findings to managers as needed. 

SUPERVISORY RESPONSIBILITIES 

This role does not have supervisory responsibilities.

EDUCATION AND EXPERIENCE 

• Associate’s degree from a two-year college required in Business Administration, Accounting or related field.  Additional experience may be considered in lieu of degree. Bachelor's degree preferred. 

• Minimum 1 – 3 years of related experience and/or training required.  

CERTIFICATES, LICENSES, REGISTRATIONS 

None required.

KNOWLEDGE AND SKILLS

• Superior customer service and collaboration skills with internal and external stakeholders. 

• Ability to respond to common inquiries or complaints from customers. Solid command of English language, grammar, and punctuation, required. 

• Ability to write a business letter that conforms to prescribed style and format. Strong verbal and written communication skills with ability to interact with customers with courtesy and professionalism over the phone.

• Ability to add, subtract, multiply, and divide.

• Ability to efficiently organize workload to ensure all customers receive consistent service on schedule.

• Ability to work independently without direct supervision.

• Demonstrated Intermediate Microsoft