Customer Experience Representative

Pinnacol Assurance does just one thing, and does it better than anyone: provide caring workers’ compensation protection to Colorado employers and employees. And while we may be a little biased, we believe that our work shapes communities and changes lives.

• →Provide best in class customer service to external stakeholders, internal business teams and other disciplines within Company’s operations.

• Explain general workers’ compensation and company guidelines, requirements and procedures using problem solving skills and broad-based knowledge
• Handle phone, chat and email on a consistent and professional basis
• Manage and prioritize a high volume of administrative tasks including but not limited to: email, phone, chat and fax
• Provide administrative support to the Company’s claims and underwriting staff
• Educate and inform customers of Company’s various services such as the designated provider discount, electronic funds transfer and Company’s online options on Pinnacol.com
• Prepare and process policy endorsements including waivers of subrogation, address changes, and other miscellaneous endorsements
• Accept and process, error free, credit card or electronic funds transfer payments
• Meet call volume and team service goals

ADDITIONAL DUTIES

• Provide front desk coverage and support as needed
• Adhere to Lean principles involved in process improvement activities/projects
• May provide backup support for Spanish services if applicable
• Perform other duties as assigned

• High School Degree or GED required.  Completion of a degree is encouraged and supported. One year experience in high volume phone customer service environment strongly preferred. Bilingual (Spanish) a plus.  Must have strong interpersonal and problem solving skills.
• Thrives in a high-volume, performance-driven environment, managing a consistent queue of inbound/outbound communications.
• Ability to efficiently manage a high volume of customer interactions daily while meeting established key performance indicators (KPIs).

WORK ENVIRONMENT / PHYSICAL ACTIVITIES:

• Regular attendance required. Extensive telephone and computer work in an office environment.

Pinnacol is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email recruiting_team@pinnacol.com.

• Our benefits go beyond the basics. You’ll get to choose from diverse benefit offerings for medical, dental and vision.
• We care about each other. We enjoy a positive, collaborative work environment. We are hard workers and high performers.
• We love who you are. Pinnacol is on a journey to embody diversity, equity and inclusion. We’re committed to creating a culture that deeply values differences, where everyone feels like they belong.
• Take a day (or 20!) off. Enjoy 20 paid days off your first full year plus 9 paid holidays.
• Take care of yourself. Sign up for unique wellness programs, including on-site, company-paid fitness facilities and classes
• Get your learning on. We promote a learning culture to help you master your current job and cultivate the skills of the future through a variety of on-site, online, and off-site professional development opportunities.
• Give back and get paid. Through our employee volunteer program, Pinnacol in Action, employees receive paid time off to volunteer with Colorado nonprofits.
• Share in our success. You’ll have the opportunity to earn a quarterly incentive, up to 12 percent of your annual base salary, when your team exceeds their goals and objectives.