Senior consumer Relations Specialist

AIG • Jeffersonville, IN

2d • Onsite

About The Position

The Senior Consumer Relations Specialist reviews the underlying facts of a complaint, determines an appropriate solution, and delivers the response to the customer. This role is responsible for providing a superior level of service and support to both internal and external customers. The specialist will assist other team members in providing accurate claim resolutions. To succeed in this role, one must be able to remain calm when customers are frustrated, be proficient with PCs (especially MS Word, Outlook, and Excel), possess effective written and verbal communication skills, and have excellent interpersonal skills with the ability to work with a variety of personalities. Maintaining a positive, empathetic, and professional attitude towards customers at all times is crucial. The role requires the ability to consistently meet deadlines, work both independently and as part of a team, and possess superb organizational skills. Previous customer service and/or phone experience is beneficial. The ability to multi-task and handle several issues simultaneously, maintain a positive and professional attitude when dealing with escalated claims, and negotiate with customers and vendors are key. Additionally, the ability to coach and assist other team members in a professional manner is expected.

Requirements

• Ability to remain calm when customers are frustrated.
• Proficient with PCs, 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.
• Maintain a positive, empathetic, and professional attitude towards customers at all times.
• 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

• 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.
• Use assigned claims authority to perform claims functions to review and approve or deny repairs, determine repair vs. replace solutions, and process payments as needed to resolve customer escalations.
• Resolve client and customer claim issues; attempt to finalize issues within three business days.

Benefits

• Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed