This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

Do you have strong administrative and organizational skills and are looking to build experience within a customer service environment? The General Clerk Representative role within the Client Service Center (CSC) may be the right fit for you! This role supports Client Service Center operations by:

• Triage incoming email requests, ensuring required and accurate information is provided.
• Assign work to the appropriate analysts for resolution.
• Maintain service quality, workflow efficiency, and timely customer responses through consistent application of intake standards and routing guidelines.
• Operate in a fast-paced environment requiring strong attention to detail, sound judgment, and effective written communication.

Key Responsibilities:

• Email Intake & Triage:
  • Monitor and manage multiple Client Service Center email inboxes, reviewing incoming requests for completeness, accuracy, and relevance.
  • Identify the nature and urgency of requests using established business rules and service level guidelines.
  • Ensure required documentation and information are present before assignment; request additional details when necessary.
• Quality & Accuracy Assurance:
  • Validate information submitted in email or in Polaris requests to reduce rework, delays, and downstream errors.
  • Apply standard intake criteria, templates, and checklists to ensure consistency and compliance.
  • Flag incomplete, unclear, or misdirected requests and take appropriate corrective action.
• Work Assignment & Routing:
  • Assign validated requests to the correct analyst, queue, or work group based on request type, complexity, and priority.
  • Balance workload distribution according to established capacity and routing guidelines.
• Documentation & Tracking:
  • Accurately document intake decisions, assignment actions, and follow-ups in designated systems or tracking tools.
  • Maintain logs or dashboards related to intake volumes, trends, and common issues.
  • Escalate recurring issues or process gaps to leadership for review.
• Collaboration & Continuous Improvement:
  • Partner with analysts, senior analysts, and supervisors to clarify requirements and improve intake accuracy.
  • Identify opportunities to streamline triage processes and improve customer experience.
  • Support updates to intake guidelines, templates, and training materials as needed.

Qualifications

• High school diploma or equivalent.
• 1 plus years of experience in an administrative, clerical, or contact center support role.
• Experience working with shared inboxes, case management systems, or workflow tools.
• Strong attention to detail with the ability to follow defined procedures consistently.
• Effective written communication skills and professional email etiquette.

Requirements

• Experience supporting operations, claims, service, or analyst-based teams (preferred).
• Familiarity with service level agreements (SLAs) and intake or triage models (preferred).
• Ability to quickly learn and apply multiple routing rules or business processes (preferred).
• If working from home, internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

Benefits

• Hourly rate of 17.75 - 25 USD / hourly, depending on relevant factors, including experience and geographic location.
• Eligible to participate in an annual bonus plan.
• Comprehensive range of benefits, including medical, vision, dental, and well-being and behavioral health programs.
• 401(k), company paid life insurance, tuition reimbursement.
• A minimum of 18 days of paid time off per year and paid holidays.