Associate Customer Service Representative

**Description**Premium Audit Services and CSO Involuntary Market are inbound service environments that perform a variety of customer support duties. These duties include, but are not limited to, handling inbound calls and emails and serving as a primary contact for support and service related to commercial audits and involuntary market workers’ compensation policies. The **Associate Customer Service Representative** will address questions and concerns from policyholders, agents, business partners, and third parties in an accurate and timely manner. This role provides support across a highly diverse, cross\-functional product set, technology platforms, and applications. Employees in this role must be able to follow detailed procedures, apply problem\-solving skills, and complete both routine and non\-routine tasks and duties. This is a metric\-based role and includes, but is not limited to, performance expectations around talk time behaviors, after\-call work, schedule adherence, offline work behaviors, and service tracking. **Job Responsibilities** * Acts as the first point of contact for routine customer requests and inquiries related to commercial audits and involuntary workers’ compensation policies, requiring extensive phone and email interaction with policyholders, agents, business partners, and third parties. * Establishes and maintains professional relationships with both external and internal customers while developing an understanding of service needs. * Coordinates request activities with various departments to ensure efficient and quality service, including but not limited to Underwriting, Billing, Premium Audit, and Claims. * Completes basic research related to customer inquiries and requests. If unable to resolve the issue, identifies and engages the appropriate department, individual, or escalation path. * Provides clear and detailed explanations to customers regarding audit results, policy\-related inquiries, and other service needs. * Collects, sends, routes, and documents forms, submissions, and other materials necessary to support customer requests. * Routes requests and submissions using appropriate systems for assignment and resolution. * Accurately and timely documents required transactions and customer interactions. * Identifies workflow gaps and makes recommendations for process improvement. * Upholds customer care standards by achieving individual goals related to work quality, phone and email handle time, adherence, and reliability. * Cross\-trains among other departments as business needs dictate. **Schedule Expectations** Our hours of operation are **Monday through Friday, 8:00 a.m. to 8:00 p.m. EST**. Employees must be flexible to work within these hours, as well as some holidays. Most employees will work no later than **7:00 p.m. local time** and will not start prior to **8:00 a.m. local time**. Attendance is critical to success in this role and is **100% mandatory for the duration of training**.