The Claims Representative will be responsible for providing a front line, direct contact with internal and external customers when they have a claim against their policy on Staples technology products. The Claims Representative will first determine if the claim is valid, then gather detailed information about the plan coverage and provide customers with the details on their claim or settlement ensuring a satisfactory outcome. This is done primarily through inbound calls and may require some outbound calls for information gathering follow-ups. This position generally requires detailed notes to be inputted into a computerized system for tracking, information gathering and items raised by the customers. Depending on the claim, examining covered loss by studying provisions of the plan; study documentation submitted; assemble additional information as required from outside sources; evaluate and resolve the more simple claims. The Claims Representative will always be assessing the need for providing information or education to the customer.
Must be able to identify and meet the needs of customers by building positive customer relationships and providing value in ways that increase customer satisfaction and loyalty
Strong sense of professionalism with dealing with all internal and external customers
Adapts positively to changes and maintains focus and flexibility when encountering difficulties or obstacles
Professional telephone, excellent interpersonal and communication skills
Team player and the ability to work with minimal supervision
Takes initiative to be proactive at resolving customer issues with a positive outcome
Successful completion of high school diploma or equivalent
Some post secondary education an asset
Bilingual in French and English
1-2 years experience in a customer service capacity, focusing on customer service excellence
Proficient and accurate typing skills – min. 35 wpm
Excellent computer skills including MS Office, Outlook, AS/400, any service related ticketing software.