Customer Relations Representative (CRR)

LHH Recruitment Solutions is seeking a Customer Relations Representative (CRR) to join our client’s team in a role combining claims intake and customer service responsibilities. This position processes First Reports of Injury and handles high-volume customer inquiries with professionalism and accuracy. The ideal candidate is detail-oriented, thrives in a fast-paced environment, and demonstrates strong communication and multitasking skills.

“Benefit offerings include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits, and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria.”

• Receive and process First Reports of Injury via online submissions, phone calls, mail, and fax.

• Input new claims into the claims system and verify policy coverage; escalate issues to Underwriting when necessary.

• Perform quality checks on vendor-completed claims and correct data as needed.

• Prepare and mail initial contact letters for new claims.

• Respond to incoming calls and emails regarding claim status, grievances, and general inquiries.

• Use active listening and probing questions to resolve customer concerns accurately and completely.

• Document all interactions thoroughly in proprietary systems and ensure timely follow-up.

• Distribute or escalate calls to appropriate personnel and collaborate with internal teams to resolve issues.

• Identify process inefficiencies and recommend improvements to enhance service levels.

• Maintain accurate records and assist with analytical reporting for management.

• Support special projects and assignments as needed.

• Uphold company policies, confidentiality standards, and compliance requirements.

Qualifications:

• High School Diploma or equivalent; Associate degree or technical certification preferred.

• 1–2 years of call center or customer service experience required; experience in claims or insurance preferred.

• Strong data entry skills and attention to detail.

• Proficiency in Microsoft Office and ability to learn new software quickly.

• Excellent communication, problem-solving, and organizational skills.

• Ability to work independently and manage multiple priorities in a fast-paced environment.

Competencies:

• Customer Service: Respond promptly and professionally to customer needs.

• Dependability & Initiative: Follow instructions, meet deadlines, and seek opportunities for improvement.

• Ethics & Professionalism: Maintain confidentiality, integrity, and respect in all interactions.

• Technical Skills: Accurate data entry and familiarity with claims systems.

• Adaptability: React well under pressure and adjust to changing priorities.

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www-uat.lhh.com/us/en/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.