Customer Service Representative, HVAC

Customer Service Representative – Warranty

Hybrid working in our Jeffersonville, IN office.

• Communicate effectively with all departments within AIG Warranty and with all external partners.
• Encourage a healthy working environment and be a positive role model for others in the company.
• Abide by company policies, procedures, and goals.
• Provide support and work closely with Account Management, Business Development, and Inside Sales Teams.
• Gain in-depth knowledge of new and existing HVAC programs and processes.
• Demonstrate a strong understanding of all programs and processes to effectively support dealers and distributors.
• Assist with new distributor and dealer onboarding, enrollment, and training processes.
• Provides guidance and assists HVAC dealers with matters such as website navigation for entering sales and claims, understanding program guidelines and procedures, and overall general support for all programs.
• Utilize critical thinking and active listening skills regularly.
• Make independent decisions to solve problems based on contract terms and conditions and other guidelines of HVAC programs.
• Respond to all inquiries via phone or email within service level agreements and in a professional manner.
• Responsible for thoroughly researching and resolving data discrepancies following standard procedures.
• Process contract transfers, contract cancellations, and other administrative tasks.
• Complete all employee new hire and ongoing training as required.

• Computer and software skills, such as using MS Word, Outlook, Excel, and CRM systems, as well as various tools and systems to perform tasks and serve customers.
• Excellent written and verbal communication skills.
• Possess customer-oriented skills including empathy, patience, adaptability, and proactivity.
• Effective interpersonal skills.
• Determination to consistently meet deadlines.
• Capability to work independently and as part of a team.
• Balance multiple tasks at once and solve them all in a timely manner.
• Maintain superb organizational skills.
• Display a positive and professional demeanor at all times, even when addressing escalated matters.
• General or technical knowledge of HVAC equipment.
• Ability to utilize online tools for research and problem solving.
• Ability to work well with others and explain technical information to peers and customers in an easily understood manner.
• Ability to stay calm and courteous while dealing with frustrating situations.
• Interested in learning new things and finding out more about customers, our products, and processes.
• Although prior HVAC, Warranty, or Insurance experience is beneficial, AIG will train the right candidate.
• Candidates with experience in providing excellent customer service, moving quickly to keep many projects going at once, and the ability to keep organized records will be competitive for this role.

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our 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—to bring peace of mind to you and your family.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to