Customer Service Specialist, All Shifts

Summary

This position is primarily responsible for providing effective customer service for all internal and external Residential Warranty Services Account Managers, clients, and customers by utilizing excellent, in-depth knowledge of company products and services, as well as the team members within the 1 Year Warranty Division.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

• Responsible for answering the telephone and directing incoming calls to the appropriate party.
• Performs basic customer service function.
• Responsible for taking home warranty orders via phone, online, and fax & inputting the claims into claims management database.
• Responsible for taking claims from policyholders via phone & dispatch claims to contractors or service providers.
• Responsible for compiling new warranty packets and for mailing, faxing, and e‑mailing to customers as required.
• Performs general administrative duties and related tasks. Provide general office support with a variety of clerical activities and related tasks, including photocopying, faxing, and mailing.
• Prepare documents, update databases, prepare and maintain spreadsheets. Assist in maintaining electronic and hardcopy filing system, retrieve documents from filing system, prepare and modify documents including correspondence, reports, spreadsheets and emails.
• Maintains in‑depth working knowledge of RWS systems and processes.
• Provides feedback to the company regarding service failures or customer concerns.
• Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.
• Responds to customer inquiries and problem solving in a professional and effective fashion.
• Acts as a resource in resolving customer or client issues brought to the Department by utilizing excellent RWS process knowledge and strong skills in customer service.
• Problem Solving—the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
• Interpersonal Skills—the individual maintains confidentiality, remains open to others’ ideas and exhibits willingness to try new things.
• Oral Communication—the individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts meetings.
• Written Communication—the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
• Planning/Organizing—the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
• Quality Control—the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
• Adaptability—the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
• Dependability—the individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.
• Safety and Security—the individual actively promotes and personally observes safety and security procedures, and uses equipment and materials properly.
• Business Acumen—the ability to understand and apply information with which to contribute to the organization’s strategic plan.
• Critical Evaluation—the ability to interpret information with which to make business decisions and recommendations.
• Leadership—the ability to direct and contribute to initiatives and processes within the organization.
• Relationship Management—the ability to manage interactions to provide service and to support the organization.
• Change Agent—an individual who voluntarily takes extraordinary interest in the adoption, implementation, and success of a cause, policy, program, project, or…