Customer Care Specialist

Talascend is currently seeking a Customer Care Specialist for a long-term contract opportunity with our client in Plano, Texas
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This role contributes to the team's growing need for business intelligence, insights/dashboard management, strategic development, customer experience, and related best practices.

• Maximize customer satisfaction by providing prompt actions to customers' needs and obtain quality photos/data to determine the root cause of claims.
• Provide efficient solutions to customer-facing agents by developing and operating guides and contents.
• Use various tools/dashboard/systems to quantify the agents' performance of customer care and develop appropriate actions to improve performance and quality.
• Analyze end-to-end processes that customers experience and participate in providing suitable resolutions accordingly.
• Monitor and review customer calls/tickets for customer care quality control.
• Maintain and improve operational quality by monitoring system performance; identifying and resolving problems.
• Identify/resolve bottlenecks of customer care status and resolve with internal/external stakeholders.
• Manage inbound packages and inventory transfer.
• Track & manage service tracking to ensure swift service procedures and rapid follow-up on completed service tickets.

• Completed college degree or high school diploma
• 3-5+ years of Customer care experience (call center)
• Claims management experience
• Insurance claims or adjuster background beneficial