Client Support Specialist, Home Warranty (Evening / Weekend)

Assurant

4d•$21 - $35•Remote

About The Position

The Client Support Specialist, Home Warranty will provide direct contact with Assurant’s customers, high-profile client representatives, and service partners to reduce and resolve delays in service. All levels are responsible for building positive relationships with customers, service partners, and internal departments while providing paths to an efficient resolution. Please note that the schedule for this role is Tuesday-Friday (11am-8pm EST) and Saturday (8am-4pm EST)

Requirements

High School Diploma or GED
3 + years in Direct Customer Service to include escalation experience
2+ years in Business to Business or Vendor Customer Service
2 + years of experience in composing responses to external contacts
Excellent Customer Service skills
Excellent verbal and written communication skills
Strong ability to multitask
Strong analytical and organizational skills
Basic problem-solving skills
Experience with Microsoft based programs and computer products

Nice To Haves

Experience with conflict resolution
Prior retail or home warranty experience
Experience in one or more of the Service Industries, to include: major appliances, consumer electronics, HVAC, lawn & garden, plumbing, electrical, fitness or large tools
Strong problem-solving skills, with an attention to detail
Associate degree in Business or Equivalent
3+ year in Vendor Management
Strong understanding of client contracts, operations, company products & services

Responsibilities

Responsible for servicer inquiries through phone calls, emails, or webforms and complete incident management by investigating, troubleshooting, and resolving concerns through interactions with customers and service providers
Support the claims process for repairs of home appliances, consumer electronics, plumbing, HVAC, & electrical systems
Make repair and/or settlement decisions using appropriate steps to qualify and quantify the resolution from a cost saving and customer experience perspective within approved limits
Utilize approved vendors to procure parts for service providers or customers to complete repairs
Complete audits and validate incoming provider claims, settlements, service denials, and reimbursements to ensure accuracy and cost effectiveness before processing and providing payments while updating multiple channels with decision information
Enforce independent servicer agreements and adhere to multi-client contract terms and conditions when making decisions
Manage multiple issues/cases at one time simultaneously based on workload
Analyze and act on the best possible outcome based on potential risk for an amicable resolution
Required to log and track issues in multiple tracking systems for the purpose of generating reports and employee accountability
Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner with ongoing status and/or solution
Responsible for drafting written correspondence to customers and service providers or in response to provider questions or escalations
May identify opportunities for a process improvement for the betterment of the overall customer experience and/or Assurant Operations from a cost saving perspective