Job description

Customer Experience Specialist

Accident.com

Wilmington, Delaware

Accident.com is dedicated to solving one simple question, “Why is getting paid by insurance companies such a frustrating experience?” With a nationwide network of personal injury lawyers, Accident.com is poised to help injured claimants navigate the confusing world of insurance by partnering them with a dedicated expert in their local area. Our goal is to ensure that everyone has access to qualified legal advice, so that every American can receive the information and assistance they need.

The Role:

Accident.com is looking for someone to help us provide the best level of service to our users seeking legal assistance. Your day-to-day will entail handling inbound and outbound calls from our users in a variety of injury types and messaging platforms. You will assist in screening referrals for our partner law firms using our proprietary platform and proven script.

What You’ll Do:

• Obtain client information by answering telephone calls; making outbound calls; interviewing clients; verifying information.
• Determine eligibility by comparing client information to screening questions.
• Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures.
• Navigate internal databases and input customer information.
• Evaluate a variety of factors to analyze the quality of leads
• Identify customers’ needs; clarify information; transfer calls to partner law firms

What You Need:

• Proficiency in Excel, Google Suite, and Project Management Tools
• Strong verbal and written communication skills
• A high attention to detail and a customer-centric mindset
• Comfortable working in a fast-paced environment
• Adaptability and flexibility
• Customer focus and adaptability to different personality types
• Ability to multitask, set priorities and manage time effectively

Nice to Haves:

• Minimum 1 year of experience supporting a technical product in customer support
• Minimum 1 year of experience handling high volume of phone calls
• Basic understanding of Personal Injury Law and Advertising Regulations
• Experience collaborating closely with teams outside of support
• Experience in digital media and/or lead generation

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• No experience needed

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person

Ability to commute/relocate:

• Wilmington, DE: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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