CSR III - IAA

Customer Service Representative

Who We Are

Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation.  For more information, please visit solera.com.

The Role
LYNX Services division works in partnership with the world’s largest insurance companies to provide claims services using live Agents and digital assistants to help consumers with home and auto insurance policies. 

We are looking for exceptional and compassionate Service Representatives who want to make a difference, not just go to work. At LYNX, you will take ownership for each interaction while educating and counseling customers on what to expect when filing a claim. We’ve got you covered on the training - which will provide you with a solid base of insurance claims knowledge, so you’ll feel confident serving our customers while also preparing you for a career in the Insurance industry. So, if you're the kind of person who opens the door for everyone, has a willingness to learn and grow in a professional environment, you will be a welcome addition to the team!

What You’ll Do

• Use a customer-focused, needs-based review process to educate customers about their claim.
• Provide prompt, accurate, and friendly customer service, ensuring that customers feel supported and valued.
• Engaging in active listening with callers, confirm or clarify information and manage the call according to training.
• Accurately enter customer and claim information into system database.
• Maintain a strong work ethic with a total commitment to success each and every day.

What You’ll Bring

• Prior experience with telephone-based customer service is preferred
• Passion for delivering excellent customer service
• Excellent written and verbal communication skills
• Ability to speak clearly, while being friendly and courteous
• Strong listening skills – attentive to the details, ask clarifying questions and help problem solve
• Proficiency with computers and strong typing skills
• Ability to ask prying questions and solve problems
• Experience with CRM software is an advantage
• Adaptability and accountability
• Remains calm under pressure and can think and react quickly, especially in times of distress for customers
• Effectively communicate ideas verbally and in writing
• Think quickly on your feet during phone conversations with the customer
• Manage difficult or emotional customers in a calm, polite and professional manner
• Respond to constructive feedback in a positive and professional manner
• Quickly learn and apply new skills
• Multi-task and prioritize tasks
• Work in a fast-paced environment
• Work effectively as part of a team
• Work extended/flexible hours, including weekends, holidays, and evenings, as necessary to meet your customers’ needs;
• Sit for multiple hours at a time and to work multiple hours a day at a computer keyboard
• Remain alert and focused during the work day
• Requirements
• One year customer service experience required
• High School diploma or equivalent
• Pass a background screen