Customer Service Representative

Overview

Keenan has an exciting career opportunity as a Customer Service Representative. They will provide customer service and support for Keenan's proprietary benefit eligibility management systems, including data entry/managing eligibility of benefits, assisting customer/users in the use of the systems (i.e., product support).

Keenan is a successful insurance brokerage and consulting firm meeting the insurance needs of hospitals, public entities and California school districts. Keenan specializes in providing consulting services in the areas of: employee benefits, workers' compensation, loss control, financial, and property & liability. We have seen continuous growth and success,and are positioned to lead the industry into the 21st century. Keenan continues to grow at a rapid pace, and so do the opportunities for our current and future employees.

This is a hybrid remote opportunity based out of the Torrance corporate office.

What You'll Do

• Provide customer support for internal and external clients, triage inquiries, issues and requests reported via phone and email within established service level expectations/targets.

• Provide general product assistance, information and support (e.g., product navigation, computer settings, web browser tool instruction).

• Maintain databases and member records with eligibility changes reported by clients.

• Liaison between Client Services, IT and other departments for system issues and determine when level 2 support escalation to IT technical support, project/case manager is appropriate.

• Log and document all requests and issues in real time per documentation policy and procedures.

• Assist the supervisor with the on-boarding of new accounts, including client training.

• Conduct regular data audits and assist in solving discrepancies.

• Assist in performing system and user acceptance testing (UAT) on new product features, functionality, system bug fixes.

• Responsible for timely filing of all customer correspondence (email, fax, mail) in accordance with department e-filing standards.

• Keep Service and Account Management teams apprised of issues impacting customers.

• Understand, replicate and troubleshoot technical issues as reported by customers with a wide range of technical knowledge.

• Assess and describe technical symptoms effectively with appropriate documentation and/or examples of the symptom to IT Support for efficient and timely resolution.

• Manage and track multiple pending issues and provide appropriate status updates to clients.

• Communicate system issues to ensure all interested parties are aware of the most current information.

• Recognize potential global system issues and escalate them appropriately and urgently.

• Other duties as assigned.

What You'll Need

• Minimum of 1 (one) year experience in a customer service and/or call center role required.

• High School Diploma (or equivalent) required.

• Proficient in Microsoft Outlook, Excel, and Word.

• Excellent verbal and written communication skills.

What's in it For You?

To help you make the best decision for your personal growth, it's important to us to share a glimpse of what we offer our top asset, our people:

• Competitive base salary.

• Generous 30+ Days Comprehensive Paid Time Off Package inclusive of Paid Time Off, 10 Company Holidays, 2 Floating Holidays, 5 Sick Days, and 2 Volunteer Days

• Health benefit options with you in mind; 5 affordable medical plan options with rates based on your salary, company paid HSA contribution with eligible HSA plan selection, 2 dental plan options offering orthodontia coverage and 3 cleanings per year, and 2 vision plan options.

• Company match 401(k) plan - 50% up to 6%!

• Support of your fitness wellness goals! We offer up to 75% off at over 11,000 gyms and fitness centers.

• Opportunity to prioritize your mental health with 24/7 access to licensed therapists.

• Pet benefits & discounts.

• Access to our Employee-led Resource Groups (ERGs) that lend a voice to the variety of demographics represented throughout Accretive.

Compensation:

The target salary range for this position is $41,600 to $45,000 (US Dollar) annually. The actual salary will vary based on applicant's education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant's geographic location.

Grow, with us

Accretive is a collection of elite specialty and wholesale agencies supported by experienced industry leaders. Our expertise is broad, and our innovative culture runs deep. We value relationships above all else and consistently deliver best in class customized solutions and service you can trust.

Accretive is passionate about fueling our clients' innovation and growth. That makes us the perfect place for creative, dynamic people who want to grow their career while helping businesses, families and people thrive. We are proud to be one of the largest brokers in the country, but we're even prouder of the honest, caring relationships that our employees build with our clients every day.

Working with us will give you the opportunity to do work that matters while you learn with us, advance with us, and most importantly, grow with us. Accretive is committed to embracing diversity, equity a