Customer Support Representative

Description

Altimeter Solutions Group
Customer Support Representative

Altimeter Solutions Group is a leading provider of managed repair services tailored to the property insurance industry. We act as a critical bridge between carriers and policyholders, ensuring high-quality, efficient property restoration through our curated network of contractors. As a private equity-backed organization with strong annual revenue and a dedicated team of 250 employees, we are in a phase of rapid scaling and operational excellence.

This position is responsible for providing best-in-class customer service and claims assistance to carriers, contractors, policyholders, and other service providers. The CSR serves as a key role by managing daily tasks, timelines, and stakeholders to drive the completion of each claim.
Primary Duties include but are not limited to: (Reasonable accommodation may be made to enable qualified individuals to perform essential functions.)

• Regular and reliable attendance is an essential function of this position.
• Act as a liaison, provide guidance, answer questions, and resolve any emerging problems that our customers might face with accuracy and efficiency.
• Proactively ensure contractor compliance with standards set forth in best practices.
• Review insurance claim assignments within assigned territory to ensure contractor compliance with standards set forth in best practices.
• Handle incoming and outgoing phone calls and email in a timely manner.
• Identify customers’ needs, clarify information, research every issue, and provide solutions.
• Communicate with Regional Field Managers and external Clients regarding outstanding issues related to claims and contractors in their assigned areas.
• Train contractors and adjusters on all Altimeter products as needed.
• Provide contractor technical troubleshooting and/or support on respective software programs including assistance with password difficulties.
• Assist with catastrophe events as needed.
• Perform other duties as assigned.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

This is a remote position.

Working Hours- Monday through Friday, 8:00AM-5:00PM EST

Salary Requirement

Hourly wage- $18.00 per hour

Requirements

Required education and experience

• High school diploma required.
• Two years of Customer Service experience.
• Basic computer and keyboarding skills, including Microsoft Word, Excel, and Outlook.
• Must be able to work in both a team environment and autonomously.
• Self-motivated and independently able to prioritize tasks and resolve issues.

Preferred education and experience

• Bachelor’s degree (BA/BS) preferred.
• Insurance industry or construction experience strongly preferred.
• Previous experience working with general contractors/vendors is a plus.
• Intermediate to advanced computer skills
• Strong interpersonal skills and demonstrated ability to work effectively with business leadership.
• Problem solving skills, including issue resolution and positioning.
• Multi-channel communication and support experience including instant messaging, email, and phone calls with customers.
• Ability to stay organized while managing multiple priorities.
• Knowledge of web browsers – Internet Explorer, Google Chrome, and Mozilla Firefox.
• Knowledge of Claims Management Systems a plus.

Supervisory Responsibilities:

• N/A