About CCC
CCC Intelligent Solutions is a leading technology company helping to improve the insurance claims process for millions of people. Our award-winning SaaS platform connects more than 30,000 businesses, including insurance carriers, repair facilities, automakers, part suppliers, lenders, and others to streamline the process from start to finish.
Our advanced capabilities in AI, IoT, telematics, blockchain, data, and analytics drive continual innovation across our platform, as we work to advance the multi-trillion-dollar P&C insurance economy’s digital transformation.
At CCC, our mission is to keep people’s lives moving forward when it matters most. Diversity of experience and perspective are key to our pursuit so we can deliver a future of possibilities for our customers. Find out more about CCC Intelligent Solutions by visiting cccis.com.
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Job Description Summary
The Customer Care Specialist will be responsible for maintaining reactive and proactive contact with customers to improve customer satisfaction and cash collections. During incoming calls, the Specialist supports the field staff and customers with the resolution of questions and issues. He or she is responsible for add-on sales, saves, retention, collections and contract renewals and will work on moderately complex assignments where some judgment and initiative are required in resolving problems and making recommendations. The Specialist also follows up on accounts both 60 and 90 days overdue to ensure there are no service issues delaying payment, and asking customer for payment.
Job Duties
Responsible for ensuring customer satisfaction and retention by handling a variety of calls including but not limited to questions related to service failures, billing, collections, cancellation requests, contracts, upgrades and/or downgrades, etc.
Ensure every issue is resolved on the first call, or send the call to the appropriate person for resolution but remains accountable for resolution.
Make outgoing campaign calls such as (but not limited to) ensuring customer contact, collecting outstanding debt, cold-calling to generate leads, surveying customers, etc.
Follow-up correspondence with customers to help build new relationships and ensure existing customer satisfaction.
Document customer activities by recording critical data into Customer Service Database and maintains and ensures accuracy of customer data.
Employ the consultation and negotiation skills necessary to successfully represent, cross-sell and downgrade products and services to existing customers.
Code-in to call loop-line to customer calls and interprets the customers’ needs, and handle the situation or sends the call to the appropriate person for resolution.
Utilize telephone skills and detailed knowledge of the product line, as well as knowledge of the market we serve.
Administer passwords, name changes and downgrades.
Responsible for meeting agreed upon targets associated with saves, retention, and contract renewals.
Make daily collection calls and follow-up on assigned accounts.
Coordinate efforts with sales force, billing and other appropriate parties to resolve issues effecting collection.
Assist with the reconciliation of accounts, including resolution of deductions, overpayments and unapplied cash.
Prepare credits and recommend accounts for write-off for 3rd party placement.
Assist management on preparation of reserve analysis assigned accounts.
Send out monthly statements to delinquent customers.
Qualifications
High School, Vocational School, or equivalent is required. College preferred.
Typically requires one to two years’ experience in Administrative, Customer service, or Sales Support.
Customer satisfaction and customer retention experience
Contract renewals, collections, cash, sales units and revenue knowledge
Committed to achieving results
Creative problem solver
Flexible and adaptable
Excellent disposition to deal with customers & recognize their needs
Can clearly communicate and negotiate solutions
Professional demeanor and can handle complaints
Works accurately and with eye for detail
Can suggest overall improvements
Has a pleasant, friendly style
Acts with integrity and trust
Understands that selling and collecting are a part of good service