Customer Service Representative

Customer Service Representative at Primary Services Customer Service Representative at Primary Services in American Fork, Utah Posted in 1 day ago.

Type:

full-time

Job Description:

Join a dynamic organization that prioritizes a strong culture, career growth, and comprehensive benefits while empowering professionals to make meaningful impacts every day. Build your future in a role where your expertise is valued and your contributions drive real results. Primary Services is excited to announce the role of Customer Service Representative for a large and well-established client. This role is in a structured, high-performing claims team where attention to detail and analytical skills are essential. The Customer Service Representative will play a critical role in guiding claims through the adjudication process, ensuring accurate coverage determinations, and delivering clear communication to homeowners. Responsibilities Respond to high volumes of claim authorization requests with professionalism and efficiency. Evaluate claims eligibility by reviewing diagnosis, product details, tenure, and contract terms. Interpret contract language to determine coverage qualification and liability. Process cash settlement offers and coordinate contractor dispatch requests. Enforce contractor pricing agreements and communicate claim outcomes to homeowners. Adhere to call center performance metrics and quality assurance standards. Execute timely follow-ups to ensure claims are resolved accurately and efficiently. Support cross-functional teams with claim reviews and decision-making processes. Participate in resolving complex and sensitive claims as part of a focused remediation team. Provide escalation support and subject matter expertise to contact center personnel. Analyze customer coverage to recommend additional plan options that enhance benefits. Qualifications High school diploma or equivalent required. 2-4 years of experience in claims authorization or a contact center environment preferred. Proficiency in Microsoft Excel, Word, and PowerPoint. Experience interpreting contracts and applying terms and conditions to real-world scenarios. Ability to manage multiple priorities under strict deadlines and performance metrics. Experience handling claim adjudication, liability determination, or similar processes. Knowledge of call center operations and quality assurance standards. Demonstrated experience in negotiation, mediation, or conflict resolution. Ability to clearly communicate complex information in both written and verbal formats. Experience with upselling or recommending additional services based on customer needs.