• Lead, mentor, and motivate a team of customer retention specialists. • Monitor individual and team performance, providing feedback and coaching. • Ensure high-quality standards and compliance with company procedures. • Handle escalations and ensure customer issues are resolved efficiently. • Track KPIs and performance metrics, identifying areas for improvement. • Collaborate with internal departments to optimize processes and retention strategies. • Contribute to achieving departmental goals through effective team management.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This is an entry to mid-level position designed to allow the appropriate candidate to grow and develop skills and expertise and transition to more complex responsibilities. Works under general supervision and reports to a supervisor. Achieve superior customer service and Notice of Loss Intake skills at the most reasonable cost/efficiency by completing essential tasks including: - Providing daily phone coverage for the Notice of Loss 800 number while adhering to scripts and best practices related to all customer interactions. - Assisting customers by setting up claim first notices. - Keeping accurate records of all customer interactions and transactions, recording details of inquiries, complaints, and comments as well as actions taken. - Providing accurate and timely answers to routine claim inquiries and updating claims in the appropriate claim system while following standard call flows. - Serving as a customer advocate in all interactions to provide outstanding customer experience. - Performing other related duties as needed to fulfill job and unit needs. - Embracing and practicing Pete’s Principles. Qualifications - Knowledge of principles and processes for providing quality customer service, including assessing customer needs, meeting quality standards for services, and evaluating customer satisfaction. - Strong active listening skills demonstrated by giving full attention to what other people are saying. - Ability to communicate information verbally and in writing so that others will understand the message being conveyed. - Demonstrated great teamwork skills: willingness to help others, adaptability to team goals, building and leveraging relationships, capable of training others. Requirements - Demonstrated knowledge of and familiarity with Microsoft Office software. - One to two years of prior customer service experience preferred. - Familiarity with claims, imaging, and workflow systems is a plus. - High School Degree or GED required. Benefits - Competitive compensation package. - Generous 401K employer match. - Employee Stock Purchase plan with employer matching. - Generous Paid Time Off. - Excellent benefits that go beyond health, dental & vision, focusing on your whole family’s wellness including physical, mental, and financial wellbeing. - Opportunities for career development including tuition reimbursement, industry-related certifications, and professional training. - A dynamic, ambitious, fun, and exciting work environment. - Encouragement of social and community responsibility through a matching donation program, volunteer opportunities, and an employee-driven corporate giving program.

• Offer exceptional customer support to German-speaking clients via phone, email, and live chat. • Manage inquiries related to bookings, changes, cancellations, and general travel information. • Maintain a friendly and professional demeanor during all customer interactions. • Accurately document customer interactions to improve service delivery. • Collaborate with team members and other departments to resolve customer issues effectively. • Engage in training sessions to enhance knowledge of products and customer service protocols.

• Provide knowledgeable and timely support by answering billing-related questions regarding the MatrixCare Home Health, Hospice, and Private Duty Care (HHP) application • Diagnose and resolve both basic and complex financial or billing issues through phone and electronic communication • Troubleshoot non standard issues by engaging directly with customers to resolve problems • Contribute to a comprehensive knowledge base by documenting new issues, frequently asked questions, and effective resolutions • Identify and escalate critical issues that may affect multiple clients • Track, document, and monitor all inbound support requests