Client Services Representative

Client Services Representative

Requisition Number 11-1760
Post Date 10/10/2011
Title Client Services Representative
Job Type Full Time
City Columbus
State OH
Description
Safelite® Groupis a nationwide family of retail auto glass companies - the nation's leading provider of auto glass repair and replacement services.  We are rapidly growing, evolving and striving to become the Natural Choice for vehicle glass repair and replacement services in the United States.
We drive business performance with an obsessive focus on having talented people who are inspired to deliver great results.  Simply put, we believe our people power the performance of our business.
Right now, we're looking for a Client Service Representative to join our team.  This position delights clients and internal departments by receiving and resolving client complaints, receiving and initiating correspondence, and assisting clients with other issues.
Who we're looking for:
* Brand advocates who go above and beyond to create customer delight
* Honest, hard-working people who lack ego but are drenched in integrity 
* People who consistently drive for extraordinary results
* Individuals who like to learn, seek challenges and go out of their way to help others be successful
* Team members who will learn our way of working and come up with innovative ways to make us even better
* Those who want a career, not just a job, and who understand the important role they play in the overall success of our business
What you can expect:
At Safelite®, we are creating a culture that delivers our People Pledge:
* You'll experience great leadership.
* We'll focus on you first.
* You'll work with talented people who inspire you to be at your best.
* You'll become part of a caring culture with opportunities for you to growth both personally and professionally.
* Responsibilities
Responsibilities:
* Receives and answers daily mail, email, and faxes from assigned insurance clients regarding various client and departmental issues needing resolution. 
*  Researches basic pricing and other insured information, initiates outgoing correspondence to assigned clients to expedite collection of past due invoices, and documents actions and conversations in the appropriate system.
* In accordance with policy and within scope of authority, manually corrects information on disputed invoices to ensure payment by client.  Refers corrections outside of scope of authority to supervisor.
Regularly checks the status of assigned client payments and notifies appropriate internal departments when payment is received to initiate the release of vouchers and payment to affiliate shops.
* Review and research specific clients' reject reports, research the reason for the external rejection of the invoice, then make a decision as to the outcome of the research, the invoice may be resubmitted to client, written off or taken to a higher level for management decision.
*  Process and submits check requests for client refunds as necessary.  Completes on-line check request by utilizing an on-line system, seeks appropriate approval, and submits to accounts payable for processing.
* Enters adjustments including write-offs, refunds, and reinstatements into mainframe system in accordance with policy and within scope of authority.
Performs basic clerical tasks at the request of clients which may include faxing, copying, emailing and other clerical functions to assist clients.
* Provides assistance to the Cash Application Department by researching unidentified client payments.
* Provides back up clerical and telephone assistance to the Billing Help Desk, Commercial, and ICA Departments.
* Becomes familiar with tasks performed by Payafter Specialists such as running queries in a database program, releasing vouchers to clients, and sending out daily management reports and serves as backup as needed.
Requirements
* High school diploma or GED required, some college course work preferred.
* 1-2 years office experience required, preferably in an insurance related field.
* Knowledge of customer service practices
* Knowledge of research methods, basic insurance policy and procedures, and general business practices
* Ability to resolve basic client related problems
* Ability to communicate with others in a professional manner;
* Ability to exhibit a pleasant telephone manner
* Ability to operate standard office equipment including a personal computer and job related software
* Skill in verbal and written communication