Call Center Representative

Paragon Subrogation Service's mission is to provide innovative and effective service to our clients and to maintain a high standard of professionalism and partnership in an environment that fosters opportunity, integrity, and excellence. Our mission would not be possible without an environment that is created from mutual trust and respect, coupled with a commitment to diversity, equity & inclusion

Our commitment to diversity, equity & inclusion aligns with our corporate values and is supported at the highest levels in the Company. Diversity helps to drive new business, fuel innovation, and attract and retain the best employees. It makes a difference in the workplace, marketplace, and community advancing the way we live and work.

Paragon Subrogation Service is seeking qualified candidates to work virtually or at our corporate office, for the following position: Call Center Representative. The Call Center Representative is responsible for gathering the supports necessary to complete a subrogation demand and reporting to responsible parties.

Additional Benefits:

We offer a best-in-class benefits package including PTO, 401(k) Employer Contribution, Medical, Dental, Vision, Life, Disability and several voluntary benefit options, Eligibility for 90 Day Bonus and Eligibility for Sign On Bonus.

Job Summary

Paragon Subrogation Service is seeking qualified candidates to work virtually or at our corporate office, for the following position: Call Center Representative. The Call Center Representative is responsible for gathering the supports necessary to complete a subrogation demand and reporting to responsible parties. Provides customer service to clients/drivers by answering all calls and recording interviews into the computer or directing callers to appropriate departments.

Essential Duties and Responsibilities: Including the following, other duties may be assigned.

• Answers calls in a professional manner. Directs all non-rental or claim calls to appropriate department or person. Takes message or forward to voicemail as necessary.
• Talks with clients/drivers by phone to assist them with obtaining a rental vehicle, reporting of an accident or glass claim, and help in receiving roadside assistance. Notifies management immediately of any crucial situation.
• Back up operator calls.
• Obtains all required information from caller and accurately inputs information into computer system.
• Locates nearest rental agency or body shop and provides client/driver with all necessary information.
• Deal with any outside vendor problems/questions as necessary.
• Contacts tow/glass to arrange for tows or glass repair and warm transfers callers.
• Communicates with the client to receive approval for rental upgrades, drop fees or any other request that is outside of client parameters.
• Assists clients/drivers with any questions or problems relating to their car rental or claim. When necessary refers callers to proper department or management for additional assistance.
• Backs up all fax/email claims submitted
• Communicates with all contacts in a highly professional and courteous manner at all times.
• Assist other departments as necessary with projects

Evening Essential Duties and Responsibilities:

• Send loss notices on non-drivable vehicles.
• Handle notifications on serious injuries/fatalities as needed based on client parameters.
• Send assignments to body shops for non-drivable vehicles when necessary.
• If In-house Enterprise Representatives are not available or it’s after 4:50pm. Contacts rental car companies to arrange for a rental car and confirms reservations.
• Ensure proper transferring of phone lines
• Making sure office is closed down properly prior to locking up

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE: High school diploma or general education degree (GED): or minimum six months related experience and/or training; or equivalent combination of education and experience. Prior customer service, call center, and/or car rental experience preferred.

LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

TECHNICAL SKILLS: Ability to use the computer to access e-mail and the internet and basic Windows skills.

REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Work Schedule

A variety of flexible work arrangement schedules are available, with the ability to work from home as part of your schedule. Flexible schedule options with ability to work from home as part of regularly scheduled hours.