Respond to travel related inquiries in support of Assist America’s services. May include service requests related but not limited to: benefit inquiries, lost luggage, lost documents, repatriation of mortal remains, medical claims processing, etc.;
Receives non-emergency and emergency requests for Assist America services; obtains relevant information and inputs data; evaluates and prioritizes calls for services; acts as the first point of contact for clients over the phone; escalates as necessary.
Document all case management-related information using Case Management Software (CMS)
Performs data entry, maintains files and reference manuals; and performs other clerical duties.
Provide liaison service to Assist America members, clients, and providers.
Collaborate effectively with team members within and outside the Operations department to ensure seamless experience for the company’s clients.
Actively participate in department and interdepartmental meetings and share knowledge and insights to help strengthen the department and organization.
Research information within in-house database of providers and other useful information to aid both clients and staff.
Create a team environment by assisting colleagues as needed and participating in various assignments and events geared toward inter and intra-department causes.
All other duties as assigned.
Requirements:
College degree preferred
2-4 years’ experience in customer service, and/or Assistance industry or an equivalent combination of education and experience; skills, knowledge, and abilities, essential to the successful performance of the duties assigned to this position
Excellent customer service skills.
Excellent communication skills required. Candidates must have the ability to speak, listen, and write in a professional manner.
Command of time management and organizational skills.
Travel-minded with an understanding of and appreciation for different cultures.
Foreign language skills preferred - Arabic or Spanish speaking a plus
Familiarity with Microsoft Office or similar suites of products.
The ability to remain calm during stressful situations and handle multiple tasks at one time.
The ability to work shift work, holidays, and work overtime when required.