544 Customer Experience jobs in Smyrna

Job Description

Description

About Reserv

Reserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike.

We have ambitious (but attainable!) goals and need adjusters who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can't wait to meet you.

The Customer Experience Team Lead plays a vital role in supporting the operations of the Customer Experience team at Reserv. The successful candidate will be heavily involved in mentoring CX team members, process creation, and implementation as we build out the team. They will ensure their team provides exceptional customer service for our clients throughout the claims process. This role requires strong leadership skills, insurance expertise, and a commitment to delivering outstanding, white-glove service.

Reserv is not like other TPAs. We pride ourselves on leveraging technology to create an exceptional experience for all involved parties in the claim process. Our CX team will be the face of our business and as such, the CX Team Lead must foster a culture obsessed with the customer experience, innovation, and continuous improvement. This is an exciting opportunity to support a Customer Experience team at a rapidly growing insurtech.

• Highly motivated and growth-oriented. You're excited by the prospect of building a tech-driven org as an early CX hire.
• Passionate CX professional. You care deeply about the customer and their experience.
• Empathetic. You exercise empathy and patience towards everyone you interact with.
• Sense of urgency at all times, balanced with the ability to be detail-oriented.
• Curious. You want to know the whole story to make the right decisions early and find creative solutions to problems.
• Anti-status quo. You don't just wish things were done differently, you act on it.
• Communicative. You understand the importance of every communication channel, whether it be phone, chat, or email
• And did we mention a sense of humor?

We need you to do all the things typical to the role:

• Provide guidance and information to Team members regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims
• Consistently strive to be dependable in achieving or exceeding goals, and overcoming obstacles while focusing on best practices for claims handling, including claim intake.
• Align team with client and customer expectations of the claims process
• Attract, hire, retain, and provide a high level of new-hire training and coaching of existing team members with the support of the rest of the leadership team
• Provide direct reports with accurate mentorship and support by maintaining a thorough understanding of insurance claims processes, regulatory requirements, and industry standards.
• Collaborate cross-functionally with other teams, including Claim Operations, Product Operations, and Engineering, to streamline processes
• Stay updated on industry trends, emerging technologies, and regulatory changes impacting the insurance claims landscape
• Ensure compliance with relevant guidelines and protocols
• Foster a positive and inclusive work environment that promotes teamwork, innovation, and a customer-centric culture

• In-depth knowledge of insurance claims processes, terminology, and best practices for property and casualty insurance
• Bachelor's degree or equivalent experience in insurance or contact center
• Strong leadership skills and at least one year experience with the ability to motivate, inspire, and develop a diverse team
• Excellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and empathetically
• Demonstrated problem-solving and critical-thinking abilities, with a focus on delivering exceptional customer service
• Strong analytical skills to monitor and interpret performance metrics, identify trends, and drive data-driven decision-making
• Empathy, patience, and resilience to handle challenging customer interactions and navigate complex claim scenarios
• Excellent organizational and time management skills to effectively prioritize tasks, meet deadlines, and drive results

• • Generous health insurance package with nationwide coverage, vision, & dental
  • 401(k) retirement plan with employer matching
  • Competitive PTO policy – we want our employees fresh, healthy, happy, and energized!
  • Generous family leave policy
  • Work from anywhere to facilitate your work-life balance paired with frequent, regular corporate retreats to build team cohesion, reinforce culture, and have fun.
  • Apple laptop, large second monitor, and other quality-of-life equipment. Technology is something that should make your life easier, not harder!

  Additionally, we will

  • Listen to your feedback to enhance and improve upon the long-standing challenges of an adjuster and the claims role.
  • Work toward reducing and eliminating all the administrative work from an adjuster role.
  • Foster a culture of empathy, transparency, and empowerment in a remote-first environment.

  
  At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!

R10071947 Customer Experience Accounts Receivable Specialist (Open)Location:Kennesaw, GA (SAF) - ManagementHow will you CONTRIBUTE and GROW?Airgas is Hiring for a Customer Experience Accounts Receivable Specialist in Kennesaw, GA !At Airgas, we RESPECT, HONOR and VALUE diversity. We are invested in cultivating a dynamic and inclusive culture.We are looking for you!Strong passion for fostering an environment of Diversity, Inclusion and Respect.Experience with developing, contributing, and supporting Airgas' commitment to a World Class Service, exceeding customer expectations and building brand loyalty.Excellent Benefits: Airgas offers a full benefits package that includes: Medical, Dental, Vision, Life, AD&D, Short Term and Long Term Disability Insurance, Vacation, Sick, Paid Holidays, 401(k) Retirement Plan with company match, Tuition Assistance and much more! Benefits Start after 30 days of employmentRecruiter: Neelam Patel/ (emailprotected) / 913-343-5762Job Description Summary: The Accounts Receivable Specialist manages daily collections for a portfolio of customer accounts, resolving issues related to billing, pricing, and other discrepancies. This role requires effective communication, customer service, and strong organizational skills to meet collection goals and identify/escalate credit risks. Identifies and communicates account risks and disputes to supervisors and field contacts. Contacts customers for past-due invoices, provides requested information, and obtains future payment details. Prioritizes collection efforts, maintains relationships with internal and external stakeholders, and documents all communications. Investigates and resolves customer account errors and discrepancies, while utilizing customer service skills to preserve relationships. Are you a MATCH?Required Qualifications A proven track record of success in prior collection roles, a plus. An ability to see the collections operation as a financially oriented customer service function which balances cost control with support for the business. The candidate must be able to problem solve and quickly research solutions The successful candidate must have a strong "client service" mindset and the ability to use collaborative and non-adversarial approaches in achieving diverse goals. We care about and support our Airgas Families. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental, and vision plans, vacation, sick time, floating holidays, and paid holidays for full-time employees. We provide a progressive parental leave package for our eligible Airgas parents, offering generous paid time off for the birth or placement of children, including 14 weeks of paid child birth benefit for birth mothers on leave, as well as paid parental leave benefits for other associates. Additionally, we offer our employees a 401k plan with company matching funds, tuition reimbursement, discounted college tuition for employees' dependents, and an Airgas Scholarship Program for dependent children.Your differences enhance our performanceAt Airgas, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.We welcome and consider applications from all qualified applicants, regardless of their race, gender, sexual orientation, religion, disability or any other protected characteristic. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.Equal Employment Opportunity InformationWe are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. Please click here to view the EEO Know Your Rights poster and here to view the Pay Transparency Nondiscrimination poster. Airgas, an Air Liquide Company invites any applicant and/or employee to review the Company's written Affirmative Action Plan or Policy Statement. This plan or policy statement is available for inspection upon request.Airgas, an Air Liquide Company and its group of companies does not discriminate against qualified applicants with disabilities and is committed to providing reasonable accommodations to the known disabilities of such individuals so as to ensure equal access to benefits and privileges of employment. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us by email at (emailprotected).California Privacy Notice

Position Purpose:

The Principal Data Scientist is responsible for leading data science initiatives that drive business profitability, increased efficiencies and improved customer experience. This role assists in the development of the Home Depot advanced analytics infrastructure that informs decision making by leveraging mastery of both the business and Advanced Analytics Modeling techniques. Principal Data Scientists focus on seeking out business opportunities to leverage data science as a competitive advantage.

As the Principal Data Scientist for Contact Center Transformation, you will lead the development and implementation of advanced AI and Machine Learning (ML) solutions, focusing on large language models (LLMs) and generative AI to enhance self-service experiences in our contact centers. In this role, you will explore innovative techniques, such as LLM chaining and agent-based models, while collaborating closely with engineering architects to ensure that data science innovations align with our overall technology vision.

You will be responsible for creating multi-intent, context-aware AI systems that enable seamless, interactive customer conversations. By applying best practices in natural language processing (NLP), dialogue management, and AI-to-human handoffs, you will ensure smooth, real-time transitions, ultimately enhancing the customer experience.

Working alongside engineering architects and cross-functional teams, you will align AI innovations with the company's broader technology strategy. Additionally, you will optimize large-scale model deployments using techniques like quantization, distillation, and pruning, ensuring that models meet stringent latency and throughput requirements for real-time interactions.

Your expertise in NLP, dialogue management, and AI-to-human handoffs will be crucial in creating a seamless transition between AI-driven and human-assisted services. Beyond technical execution, you will be a thought leader, staying at the forefront of AI research, identifying emerging trends, and translating complex concepts into strategic business opportunities.

Key Responsibilities:

• 25% Solution Development - Utilize advanced expertise when designing and developing algorithms and models to use against large datasets to create business insights; Make appropriate selection, utilization and interpretation of advanced analytics methodologies; Effectively communicate insights and recommendations to both technical and non-technical leaders and business customers/partners; Clearly communicate impacts of recommendations to drive alignment and appropriate implementation; Test alternative methodology and cutting-edge algorithms on business problems to deliver even better solutions and recommendations

• 20% Project Management & Team Support - Work with project teams and business partners to determine project goals; Provide direction on prioritization of work and ensure quality of work; Provide mentoring and coaching to more junior roles to support their technical competencies; Collaborate with managers and team in the distribution of workload and resources; Support recruiting and hiring efforts for the team; Serve as a technical subject matter expert (SME) for one or more data science methods, both predictive and prescriptive

• 20% Business Collaboration - Leverage extensive business knowledge into solution approach; Effectively develop trust and collaboration with internal customers and cross-functional teams; Provide general education on advanced analytics to technical and non-technical business partners; Deep understanding of IT needs for the team to be successful in tackling business problems; Actively seek out new business opportunities to leverage data science as a competitive advantage

• 35% Technical Exploration & Development - Seek further knowledge on key developments within data science, technical skill sets, and additional data sources; Participate in the continuous improvement of data science and analytics by developing replicable solutions (for example, codified data products, project documentation, process flowcharts) to ensure solutions are leveraged for future projects; Define best practices and develop clear vision for data analysis and model productionalization; Support development of cutting-edge, innovative algorithms that would serve as Intellectual Property for Home Depot; Demonstrate and share technical expertise by attending conferences, speaking events and publishing papers; Be a thought leader within Home Depot in one or more Prescriptive Modeling techniques like optimization, computer vision, recommendation, search or NLP; Network with both academic and industry experts to further the application of data science to business problems

Direct Manager/Direct Reports:

• This position typically reports to Senior Manager or above

• This position has 0 Direct Reports and leads/manages projects

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.

• Must be legally permitted to work in the United States.

Preferred Qualifications:

• PhD in a quantitative field (Computer Science, Math, Statistics, etc.) or equivalent work experience.

• 10+ years of experience in business intelligence and analytics

• Expertise in a modern scripting language (preferably Python)

• Expertise running queries against data (preferably with Google BigQuery or SQL)

• Advanced knowledge of Microsoft Office Suite

• Expertise with data visualization software (preferably Tableau)

• Expertise in Prescriptive Modeling like optimization, computer vision, recommendation, search or NLP

• Demonstrated mastery in predictive modeling, data mining and data analysis

• Demonstrated mastery utilizing statistical techniques to identify key insights that help solve business problems

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 10

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Business Insight: Applying knowledge of the business and the marketplace to advance the organization's goals

• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences

• Cultivates Innovation: Creating new and better ways for the organization to be successful

• Develops Talent: Developing people to meet both their career goals and the organization's goals

• Drives Vision and Purpose: Painting a compelling picture of the vision and strategy that motivates others to action

• Instills Trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity

• Optimizes Work Processes: Knowing the most efficient and effective processes to get things done, with a focus on continuous improvement

• Persuades: Using compelling arguments to gain the support and commitment of others

• Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels

• Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies

• Tech Savvy: Anticipating and adopting innovations in business building digital and technology applications

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. - $0.00 - $0.00