Job Title: Customer Service Support Specialist

Location: Costa Mesa, CA (Hybrid - 2 days in office)

Hours: Monday-Friday, 7:30 AM - 4:00 PM

Pay Rate: $25/hour

Position Overview:

We are seeking a motivated and detail-oriented Customer Service Support Specialist to join our team in Costa Mesa, CA. This role is responsible for delivering exceptional customer service and support to brokers and insured clients across various platforms. You will assist with billing, claims, collections, and system-related inquiries via phone and written correspondence. This hybrid position requires 2 in-office days per week.

Essential Duties and Responsibilities:

• Answer incoming calls promptly and professionally, providing solutions that exceed client expectations and meet service level agreements.
• Assist internal and external clients with routine billing, reporting, claims, and platform-related issues.
• Accurately update client accounts in our proprietary systems and Epic to ensure timely and thorough inquiry resolution.
• Escalate complex issues to management and contribute to the development of long-term solutions to prevent recurring issues.
• Process claims as needed in support of departmental goals.
• Utilize available technology and training resources effectively to provide high-quality service.
• Participate in special projects and conduct analysis as requested by management.
• Perform other duties as assigned to support the team and organization.

Qualifications:

• High school diploma or equivalent required; associate or bachelor's degree preferred.
• Minimum of 2 years in a customer service role, preferably within insurance or financial services.
• Strong communication skills (verbal and written) and a customer-focused mindset.
• Proficient in Microsoft Office Suite and experienced with CRM or agency management systems (Epic experience a plus).
• Excellent problem-solving skills and attention to detail.
• Ability to work both independently and collaboratively in a fast-paced environment.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.