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Customer Service Representative, Schaumburg Illinois

Who We Are

Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation. For more information, please visit solera.com.

The Role
We are looking for an experienced and energetic Customer Service Representative who ranks in the top quartile among their peers. Someone who has a highly competitive and entrepreneurial mindset that is wired with a team-first attitude, has no problem rolling up their sleeves to execute their missions, and can modulate between leading and following as needed. You will serve as the Customer Service Representative.

What You’ll Do

• Resolve all issues received via telephone or email for all HyperQuest services in an expedited manner
• Consistently handle customer contacts in full conformance with defined process requirements and quality standards
• Collaborate with all HyperQuest teams to ensure proper claims handling
• Answer specific questions received from insurance carriers, vehicle owners, and auto repair facilities, regarding claim reviews performed by HQ claims specialists
• Create, expedite, or cancel claim transactions as appropriate based on interaction with insurance carriers, vehicle owners, and auto repair facilities
• Consistently meet or exceed individual performance goals
• Take appropriate actions to address any/all noted areas for improvement
• Coordinate tasks internally and externally, to assist in progressing claims through the Managed Repair process
• Assist with the coordination of rental vehicles during repair process to ensure a quality customer experience
• Troubleshoot with stakeholders regarding technical issues and resolve, or escalate as appropriate

What You’ll Bring

• Minimum High School Diploma or Equivalent
• Ability to concurrently communicate telephonically and type
• Ability to meet and possibly exceed department goals and guidelines
• Willingness to cross-train in other platforms
• Determination to satisfy customer needs
• Excellent communication skills — pleasant speaking voice, can communicate clearly and effectively, verbally, in writing, and by electronic communications with both internal and external customers
• Ability to multi-task in a fast-paced, stressful environment
• Excellent interpersonal skills, judgment and decision-making skills (always displaying a positive attitude)
• Ability to handle interactions in a diplomatic manner
• Strong attention to detail
• Proficient bilingual (English/Spanish) language skills are considered a plus
• Ability to sit for multiple hours at a time and to work multiple hours a day at a computer keyboard

• Ability to remain alert and focused during the workday
• All other related and/or additional responsibilities that may be required or assigned

It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.

Applicants must be currently authorized to work in the United States on a full-time basis without the need for employer sponsorship.

EQUAL OPPORTUNITY EMPLOYER
SOLERA HOLDINGS, INC., AND ITS US SUBSIDIARIES (TOGETHER, SOLERA) IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. THE FIRM'S POLICY IS NOT TO DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, NATIONAL ORIGIN, GENDER, AGE, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, MARITAL STATUS, MENTAL OR PHYSICAL DISABILITY, AND GENETIC INFORMATION, OR ANY OTHER BASIS PROTECTED BY APPLICABLE LAW. THE FIRM ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES.