On Call International provides a variety of emergency medical and travel assistance services to groups and individuals traveling around the globe. The Assistance Coordinator is the core position for the support On Call International provides. Assistance Coordinators maintain a customer centric focus when dealing with our Partners, the customers of our Partners and Service Providers so that On Call International is considered “Best in Class” for the services it provides. This position is a 3 shift per week position with one shift as a night shift. Assistance Coordinators work a 36 hour week and are paid a shift differential when working the night shift. Overtime is available during most of the year. On Call International offers great benefits to all full time employees including Medical, Dental, Vision, Short Term and Long Term Disability.
Key responsibilities of the Assistance Coordinator position include: Receiving and processing all domestic and international inbound customer requests for medical or travel assistance or other On Call services via phone, e-mail, fax or other media in an efficient and effective manner. Initiating outbound calls to customers, Service Providers, and Partners to obtain necessary information for the successful resolution of inquiries. • Communicating with customers in a personalized, informative, courteous and diplomatic manner in order to build a strong relationship • Maintaining a high level of responsiveness and efficiency in reaching a resolution that meets the customer’s expectations in a reasonable timeframe • Developing a knowledge base and degree of assurance in order to explain necessary information clearly and ensure that the customer fully understands the assistance On Call provides
Skills and Experience: • Professional verbal and written communication skills • Proven experience in a customer service environment. • High level of computer proficiency. • Professional and outgoing demeanor. • Ability to communicate diplomatically and tactfully in order to develop close relationships with internal and external customers. • Problem solving, multi-tasking, time management and organizational skills. • Proven ability to follow directions and/or work independently as necessary. • Proven ability to function in team environment. • Willingness to work flexible hours, varied start times, nights, and weekends. • Understanding of company vision and devotion to developing positive, successful and interactive customer and Partner relationships. • Experience in travel industry, insurance claims processing, and foreign language skills is preferred.