Customer Support Specialist

Operational 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!

AIG 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. AIG offers a broad range of products to customers through a diversified, multi-channel distribution network.

The 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 Ops Specialists 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 Ops Specialists 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.

• 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.

• 1+ 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.
• 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.