Customer Service Representative

| Greater Boston Area

Title: Service Provider Support Associate

Role Description and Mission:

Many of the most recognized automotive and insurance brands in North America trust us to take care of their customers in their moment of need. Agero’s Customer Care Centers touch millions of our clients’ end-customers every year. We ensure that customers have a great experience with Agero, and by extension, help build our clients’ brand and ongoing relationship with their customers.

The Service Provider Support Associate assists the Service Provider network with all activities related to their relationship with Agero while Researching claim issues and corresponding with service providers to ensure proper resolution of claims. Additionally, they will assist providers with adherence to claims policies and guidelines in accordance with the companies terms and conditions.

Key Outcomes

  • Supports the day-to-day performance of service providers.
  • Answers incoming calls regarding claim status and communicates with service provider regarding any issues concerning claims.
  • Investigates services provider complaints and corrects documentation as necessary.
  • Resolves service provider complaints within set guidelines.
  • Audits and monitors invoices for improvement and fraud.
  • Completes additional duties as assigned.
  • Supports and provides assistance to Performance managers to build and Maintain positive service provider relationships
  • Utilize internal applications to understand and interpret claims payment requests and apply appropriate processes to resolve.
  • Investigate and resolve issues related to all service provider’s payments and claims activity across multiple internal departments
  • Assist Service Providers with basic technical issues regarding their Agero business accounts (Agero Support, Agero Ticket, Roadside Connect, profile maintenance).


Skills, Education and Experience:
Education: High School diploma or equivalent experience. Bachelor’s degree a plus.
Experience: 1-2 years Customer service experience. Previous claims experience a plus.
Complexity: Possesses strong communication skills. Utilizes good judgement and decision making and conflict resolution skills. Demonstrates basic computer and typing ability. Utilizes attention to detail, organizational and interpersonal skills.
Working Relationships: Communicates with associates, customers, clients and management effectively and professionally.
Additional Requirements: Ability to work flexible schedule as business needs dictate.

THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED. MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION AT ANY TIME.




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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • GolangLanguages
    • JavaLanguages
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    • PerlLanguages
    • PythonLanguages
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    • HubSpotCRM
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    • ZohoCRM

Location

We are located in Medford, MA, right at Wellington Station with close access to the MBTA, I-93, Assembly Row, and a stones throw away from Boston.

An Insider's view of Agero

What projects are you most excited about?

“We're passionate about making the roads safer with our Driver360 mobile platform. We’ve developed crash detection technology that helps people when they're most in need, and we're using billions of miles of driving data to study crash risk factors and find ways to help people avoid crashing in the first place.”

Michael

Sr Data Scientist, Business Intelligence

How does the company support your career growth?

Agero has provided me the opportunity to work on a number of different strategic, cross-functional projects.

Ashley

Manager, HR Initiatives

What's the biggest problem your team is solving?

Our Engineering/IT teams are moving to the Amazon AWS cloud, which involves a lift/shift for some applications as well as rewriting other applications to be more micro service orientated. This effort is a huge transformation which includes new roles, training and re-thinking how IT operates as a cloud service organization.

Karen

Director, DevOps

What are Agero Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Whether it's personal development or for general education about our business, Learn at lunch is a big part of who we are!

Additional Perks + Benefits

We’ve got the benefits you’re use to and some you aren’t – including flexible health and dental care from your choice of doctors. We take care of the time off and allow you to make decisions about how much you want to carry over from year to year so you can recharge your batteries and achieve harmony both inside and outside of the workplace. How many places set you up with laptops and two monitors as standard fare? We’ve got more discounts and perks than you can count on 2 hands – and they are meaningful! Plus we offer a free subscription to the CC Motor Club.

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