Apple Tier 2 Operations Support Specialist

AIG•Jeffersonville, IN

1d•Onsite

About The Position

Operations Support Specialist Are you looking for the next step in your career? Our Operational Support Specialist position is a great opportunity to join our growing team! Get to know the business General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property-casualty networks. General Insurance offers a broad range of products to customers through a diversified, multi-channel distribution network. Position Overview: The T2 Operations Support Specialist will work directly with Apple warranty customers, Apple, and our internal partners to find innovative service solutions to resolve issues & escalations. The T2 Ops Specialist help uphold our contracts appropriately while also ensuring an acceptable claim resolution. They are a liaison between the client, customer, and service provider; they provide a World Class level of service for both internal and external customers. As a contributor at AIG, the Tier 2 Ops Specialist are who our clients rely on to find an expedited solution for warranty customers that have an issue with a past or present service event.

Requirements

Minimum of one year of work experience in a customer service support capacity; preferable in a service center environment.
Required high school diploma or equivalent.
Proficient with PC’s, especially with MS Word, Outlook, and Excel programs.
Effective written and verbal communication
Excellent interpersonal skills and the ability to work with a variety of personalities.
Ability to consistently meet deadlines.
Ability to work both independently and as part of a team.
Superb organizational skills.
Previous customer service and/or phone experience.
Ability to multi-task and handle several issues simultaneously.
Ability to maintain a positive and professional attitude when dealing with escalated claims.
Ability to negotiate with customers and vendors.
Ability to coach and assist other team members in a professional manner.

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 their results that can be more easily reported to business stakeholders.
Take customer survey data along, with analytics from OCM and complaints, and implement IVR technology that will improve the customer experience.
Expand customer service surveys to as many programs and touch points as possible.
Support and lead special projects focused on improving the customer claim experience.
Create documentation that can be utilized to automate processes.
Handle inbound customer service and escalation calls from both customers and clients.
Communicates effectively with all levels within AIG Warranty, clients and/or vendors.
Organize and process claim paperwork as necessary.
Serve as liaison between customers, clients and/or vendors.
Responsible for processing replacement claims and handling/responding to back-orders in a timely and accurate manner.
Resolve client and customer claim issues; attempt to finalize issues within two days.