The Overnight Service Associate answer s inbound telephone and email inquiries; from customers inquiring about travel, customers requiring medical or concierge assistance, or customers requiring claims, technical, or language support. Connect with the customer to identify purpose of contact and to verify their membership and insurance information; listen attentively and respond to customer inquiries providing accurate and complete program information, educating the customer on total services available. Some calls will be of a crisis nature. Provide information on products and services and gather information on customer's specific needs. Coordinate a solution for the customer by involving and directing internal and external specialists. Handle basic administrative tasks within the Overnight Department. Initiate outbound calls for follow-up on cases or to obtain required information.
PLEASE APPLY VIA:
A DAY IN THE LIFE
Regular, predictable, reliable attendance is an essential function of this position.
Key responsibilities which take no less than 10% of overall job time
•Travel Dept. calls approximately 75% of time
•Handle requests by creating insurance policies, updating policy information, initiating claim FNOL, reviewing claim status, sending fulfillment and answering questions.
•Process nightly claims as assigned by management team.
•Bankcard- Dept. calls approximately 20% of time
•Handle requests by providing terms and conditions of benefits attached to credit cards, answering questions, sending fulfillment, initiating claim FNOL and providing claim status updates.
•Assistance Dept calls approximately 5% of time
•Handle requests for customers who have experienced medical emergencies while traveling; work collaboratively with nurse and medical staff to ensure customers are receiving appropriate care; coordinate medical evacuations as needed and liaise with customer, provider and agents to facilitate medical care.
•Coordinate services for customers who have encountered non-medical travel emergencies (i.e.: assist with replacements of travel documents like passports, arranging for repatriation of body remains, lost luggage or concierge services)
•May require overnight duties during local weather emergencies as necessary to meet business needs.
•Accountable for staying up-to-date on procedural and product changes in order to communicate accurate information to customers.
•May perform other duties as assigned.
•Associate's degree in a related field or equivalent combination of education and experience.
•Two (2) years experience in customer service environment.
•Two (2) years travel agent experience preferred.
•Knowledge of world geography; International travel experience is preferred.
•Typing speed > 35wpm.
•Fluency in a second language is preferred and may be required based on changing business needs.
•Experience with Sabre GDS system preferred.
•Quiet workspace in home free of noise and interruptions.
This is a REMOTE, work-from-home position.
*Must live within 2 hours of Richmond, VA
Shift: 12:00a.m. - 8:30a.m.
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