Customer Support Representative

Altimeter Solutions Group
Customer Support Representative

Altimeter Solutions Group is a leading provider of managed repair services tailored to the property insurance industry. We act as a critical bridge between carriers and policyholders, ensuring high-quality, efficient property restoration through our curated network of contractors. As a private equity-backed organization with strong annual revenue and a dedicated team of 250 employees, we are in a phase of rapid scaling and operational excellence.
 
Primary Duties include but are not limited to: (Reasonable accommodation may be made to enable qualified individuals to perform essential functions.)

• Regular and reliable attendance is an essential function of this position.
• Act as a liaison, provide guidance, answer questions, and resolve any emerging problems that our customers might face with accuracy and efficiency.
• Proactively ensure contractor compliance with standards set forth in best practices.
• Review insurance claim assignments within assigned territory to ensure contractor compliance with standards set forth in best practices.
• Handle incoming and outgoing phone calls and email in a timely manner.
• Identify customers’ needs, clarify information, research every issue, and provide solutions. 
• Communicate with Regional Field Managers and external Clients regarding outstanding issues related to claims and contractors in their assigned areas.
• Train contractors and adjusters on all Altimeter products as needed.
• Provide contractor technical troubleshooting and/or support on respective software programs including assistance with password difficulties.
• Assist with catastrophe events as needed.
• Perform other duties as assigned.

Required education and experience

• High school diploma required.
• Two years of Customer Service experience.
• Basic computer and keyboarding skills, including Microsoft Word, Excel, and Outlook.
• Must be able to work in both a team environment and autonomously.
• Self-motivated and independently able to prioritize tasks and resolve issues.

 Preferred education and experience

• Bachelor’s degree (BA/BS) preferred.
• Insurance industry or construction experience strongly preferred.
• Previous experience working with general contractors/vendors is a plus.
• Intermediate to advanced computer skills
• Strong interpersonal skills and demonstrated ability to work effectively with business leadership.
• Problem solving skills, including issue resolution and positioning.
• Multi-channel communication and support experience including instant messaging, email, and phone calls with customers.
• Ability to stay organized while managing multiple priorities.
• Knowledge of web browsers – Internet Explorer, Google Chrome, and Mozilla Firefox.
• Knowledge of Claims Management Systems a plus.

Supervisory Responsibilities:

• N/A

Physical & Mental Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close, distance and peripheral vision, depth perception and the ability to adjust focus.
• 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 define problems, collect data, establish facts, draw valid conclusions, interpret technical instructions.

Starting salary range:
$18.00 per hour- starting hourly wage

Job Specifics:

• Remote based- CST/MST/PST time zone 
• Full-Time (M-F, 8AM-5PM in CST/MST/PST)

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 Holidays
• Vacation and sick time accruals

Affirmative Action/EEO Statement
Altimeter Solutions Group 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. Altimeter Solutions Group 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.