Support Specialist (Tier II)

Customer Service Representative

Schedule : M-F 9am-5 : 30pm Pay Rate : $17-$18 / hr Type : 9 Month Contract Job Summary The Customer Service Representative provides advanced support to internal staff and external clients regarding the Property & Casualty suite of products, including Workers' Compensation, ERISA Bonds, BOP, and EPLI. This role requires strong product knowledge, problem-solving skills, and the ability to manage client concerns effectively to ensure satisfaction.

Key Responsibilities

• Provide customer service and technical support to both internal teams and external clients.
• Answer questions, troubleshoot issues, and resolve product / service concerns related to Property & Casualty products.
• Escalate unresolved issues to appropriate technical or professional staff as needed.
• Diffuse client concerns, notify management of critical issues, and ensure the best solutions are implemented.
• Handle inbound and outbound calls related to Property & Casualty products and Workers' Compensation Payment Services.
• Maintain accurate records of all internal and external communications.
• Exhibit strong knowledge of Insurance Agency's portfolio, systems, and processes to drive client satisfaction.
• Collaborate with clients, insurance carriers, and internal teams to maintain positive, professional relationships.
• Utilize multiple software applications, including HRIS and Online Reporting System, along with carrier / bureau websites, to respond to client inquiries.
• Stay current on product offerings, regulatory changes, policy updates, and industry developments.
• Participate in assigned projects, training, and process improvement initiatives.
• Recommend enhancements to existing procedures and support the development of new processes.
• Perform other duties as assigned.

Qualifications

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services. Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.