Operational Support Specialist

AIG Insurance•Jeffersonville, IN

2d•Onsite

About The Position

The Operational Support Specialist works directly with Apple warranty customers, Apple, and internal partners to develop service solutions and resolve issues and escalations. The role helps uphold contractual requirements while ensuring acceptable claim resolutions, serving as a liaison among clients, customers, and service providers. The specialist provides service to internal and external customers and finds expedited solutions for warranty customers experiencing issues with past or current service events. The position develops and presents reporting on customer survey data, works with Open Claims Management and Complaints teams to improve reporting, and uses survey and operational analytics to support implementation of IVR technology that improves the customer experience. It also supports projects and process documentation, handles customer service and escalation calls, processes claim paperwork and replacement claims, responds to back-orders, and resolves claim issues. AIG asks team members to be primarily in the office to support in-person collaboration.

Requirements

At least 1 year of work experience in a customer service support capacity; service center experience is preferred.
High school diploma or equivalent.
Proficiency with PCs, especially Microsoft Word, Outlook, and Excel.
Effective written and verbal communication skills.
Excellent interpersonal skills and ability to work with a variety of personalities.
Ability to consistently meet deadlines.
Ability to work independently and as part of a team.
Previous customer service and/or phone experience.
Ability to multitask and handle several issues simultaneously.
Ability to maintain a positive and professional attitude when handling escalated claims.
Ability to negotiate with customers and vendors.
Ability to coach and assist other team members professionally.

Nice To Haves

Experience in a service center environment.

Responsibilities

Develop reporting on customer survey data and present results to internal stakeholders and clients.
Work with Open Claims Management and Complaints teams to identify more streamlined reporting for business stakeholders.
Use customer survey data and analytics from Open Claims Management and Complaints to implement IVR technology intended to improve the customer experience.
Expand customer service surveys across programs and touch points.
Support and lead special projects focused on improving the customer claim experience.
Create documentation that can be used to automate processes.
Handle inbound customer service and escalation calls from customers and clients.
Communicate effectively with all levels within AIG Warranty, clients, and vendors.
Organize and process claim paperwork as necessary.
Serve as a liaison among customers, clients, and vendors.
Process replacement claims and handle or respond to back-orders in a timely and accurate manner.
Resolve client and customer claim issues, attempting to finalize issues within two days.
Uphold contracts appropriately while ensuring acceptable claim resolutions.