Client Support Specialist
Assurant
•$19 - $31•Remote
About The Position
The Client Support Specialist will provide direct contact with Assurant’s customers, high-profile client representatives, and service partners to reduce and resolve delays in service. This role is responsible for building positive relationships with customers, service partners, and internal departments while providing paths to an efficient resolution.
Requirements
- 3 + years in Direct Customer Service to include escalation experience and/or Business to Business or Vendor Customer Service
- 2 + years in experience in composing responses to external contacts
Nice To Haves
- Associate degree in Business or equivalent
- 3+ year in Vendor Management
- 3+ years’ experience within Connected Living
- Strong understanding of client contracts, operations, company products & services
Responsibilities
- Responsible for customer escalations and/or 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 customer 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
Benefits
- For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
