Customer Service Representative- Call Center

Irving, TX
Full Time
Mid Level

Customer Service Representative- Call Center

Alacrity Solutions is a full end-to-end provider delivering streamlined insurance claims, repair, and recovery solutions. As one of the largest independent providers of insurance claims services in North America, we provide property, auto, heavy equipment, and casualty claims management services. Our staffing capabilities, temporary housing services, managed repair network, and subrogation services support a fully integrated solution for all your needs from first notice of loss through completion of repairs. By assembling the best service providers through strategic acquisitions and relying on the right talent, Alacrity Solutions provides consistent, professional, and scalable services throughout the entire claim handling and resolution process. To learn more, visit

The Customer Service Representative is responsible for providing a service and support to the claims handling process on behalf of the company's insurance carrier clients.

Primary Duties include but are not limited to: (Reasonable accommodation may be made to enable qualified individuals to perform essential functions.)

  • Process new and existing claims through various channels including inbound and outbound calls, email, and chat.
  • Assist customers, insurance agents and vendors with questions about new and existing claims.
  • Document claim file activities in an accurate, thorough, and timely manner.
  • Effectively manage simultaneous inbound and outbound tasks.
  • Display active listening and superior customer service skills for internal and external clients.
  • Accurately follow scripts and guidelines assigned to client programs and campaigns.
  • Provide empathy and support to customers who are experiencing difficult circumstances.
  • Represent the company and its clients in a professional and respectful manner.
  • Adhere to all company policies and procedures.
  • Perform other duties as assigned.

Skills & Requirements:

  • 1-3 years' experience providing multi-channel communication and customer support including phone calls, e-mail, and chat
  • Exceptional customer service, active listening, verbal, and written communication skills
  • Proficient computer and keyboarding skills, including Microsoft Word, Excel, and Outlook, with a strong knowledge of web-based software programs
  • Ability and willingness to work non-standard workweeks; willing to work additional hours or adjust work shift(s) as determined by business needs
  • Self-motivated and independently able to prioritize tasks and resolve issues
  • Comfortable working in fast-paced environments
  • Experience working in the insurance industry (property, casualty, and auto) is considered a plus but not required
  • Bilingual in English/Spanish is a plus

Supervisory Responsibilities:

  • N/A

Physical & Mental Demands:

The physical demands described here are representative and must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand, walk and use hands to handle or feel.
  • Ability to read, analyze, and interpret reports, and documents, respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. 

Starting salary range:

  • $17.00 per hour

Job Specifics:

  • Office-based- Irving, TX
  • Hours will be based on business need- Daylight/Evening hours and weekends

Travel Required:

  • N/A

Why Choose Alacrity:

  • Benefits Package including Medical, Dental, Vision, Short- and Long-Term Disability, Life Insurance, and an Employee Assistance Program
  • HSA Bank with selection of High Deductible Health Plan
  • 401K plan options
  • Paid Time Off Accruals
  • Paid Holidays

Affirmative Action/EEO Statement

Alacrity is an equal opportunity employer and is committed to providing employees with a work environment free of discrimination and harassment. All decisions pertaining to an employee’s employment are made without regard to race, color, religion, sex (including sexual orientation, pregnancy, childbirth), gender, gender identity or expression, age, national origin, ancestry, physical or mental disability, medical condition, reproductive health decisions, veteran’s status, genetic information, creed, marital status, disability, citizenship status, or any other characteristic protected by applicable law.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training. Alacrity Solutions makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, please refer to our EEO policy.

How Long We Retain Personal Information:

We will keep your personal information for as long as necessary to fulfill legitimate business purposes and in accordance with applicable laws.


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