Escalations Specialist (Remote)

Escalations Specialist

Purpose:

This position will take the lead in handling issues, escalation and/or claim disputes from warranty holders and clients. The incumbent will be responsible for bringing disputes to final resolution through the use of outstanding customer service skills and consistency regarding company policies and procedures. He/she will also provide coaching to peers relating to claim resolution. Heavy focus on customer/client callbacks and follow-ups until the final resolution of the claim is realized. Communicate trends and unresolved and/or escalated issues to the management staff. This position represents the President of the company and should exemplify the company's core values as a high priority and driving force when interacting with customers/clients. Ultimately creating the Best in Class Customer Service Experience.

Summary of Responsibilities:

• Ability to perform all duties outlined in CSA I & II job descriptions
• Ability to perform all duties outlined as an Authorizer I
• Create a positive customer service experience by educating warranty holders/clients on coverage, policies, and procedures
• Resolution& ownership of escalated claims involving issues with warranty holders and/or clients
• Provide callbacks and timely resolution (4-hour response time/telephone) to disputes received via telephone, fax, letters, and e-mail and those assigned by your supervisor
• Interact as needed with the Customer Resolution Department in response to claim disputes, suits, or BBB complaints
• Provide telephone coverage to Customer Service and Authorizations as needed
• Assist in coaching Call Center associates as needed
• Communicate trends and offer recommendations regarding processes and contract coverage to an assigned supervisor and/or management
• Other duties as assigned.

Experience/Other Requirements

• Minimum two (2) year experience in a high volume customer service environment
• Ability to multi-task and work independently
• Excellent written and Oral communication skills. The ability to format professional email communication and system notes. Strong experience in Micro-soft Office (Word and Outlook)
• Strong analytical skills, ability to use critical thinking to provide amicable resolution to customers and clients
• Ability to perform in a stressful high volume environment and deals with customer complaints in a calm demeanor
• Ability to communicate difficult concepts in an easy to understand language and handle irate customers in a calm rational manner
• Use of candor and effective communication skills when coaching Call Center associates
• Excellent time management skills
• Effectively work with other teams and departments to get claims resolved
• Promotes a team-centered environment, team player and self-motivated
• Searches for new ideas and ways to improve efficiency
• Bilingual a Plus

Education:

• High School diploma or equivalent