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Form of workJob Description
Old Republic Home Protection is the third largest home warranty company in the nation and a proud subsidiary of Old Republic International, a Fortune 500 company. We are currently seeking Service Agents to join our Service Department.
POSITION SUMMARY:
The primary function of this role is to process requests for service from Plan Holders and apply and/or deny coverage based on the Plan’s terms and conditions.
GENERAL RESPONSIBILITIES:
1. Identify and communicate concerns, problems, and challenges to leadership in a positive, constructive, and solution orientated manner.
2. Act as a role model by being pro-company and supportive of all employees and teams within the company.
3. Ensure that claims are handled in a fair and appropriate manner, in accordance with applicable state laws and California Fair Claims Settlement Practices.
4. Perform other duties as assigned.
ESSENTIAL JOB DUTIES:
1. Process incoming requests for Service from Plan holders; logging pertinent information accurately and efficiently, according to company standards.
2. Ensure work order meets Plan guidelines (e.g. effective dates, coverage, limitations, etc.). Communicate effectively and ask pertinent questions to determine coverage; authorize or deny coverage in whole or in part; assist with service needs; educate callers as to Plan coverage, trade call fees, etc.
3. Escalate calls through the proper channels, when necessary.
MEASURES OF PERFORMANCE & KEY PERFORMANCE INDICATORS:
1. Perform all duties specified.
2. Complete goals set in regular evaluation and goal setting sessions.
3. Accuracy and timeliness of essential job duties.
4. Adherence to schedule. Arriving on time and being prepared to work.
5. Ability to follow company standards and instructions from management
6. Courteous and professional manner with internal and external customers.
7. Complete special assignments on time and as instructed.
QUALIFICATIONS:
Knowledge, Skills, and Abilities
1. Knowledge of general office practices and procedures.
2. Knowledge of company policies and procedures, coverage and service goals.
3. Strong communication skills, proper grammar, courteous and professional.
4. Ability to maintain composure under stressful and/or possibly agitating working conditions.
5. Ability to prioritize work and meet deadlines.
Desired Education and Experience:
1. High School education or equivalent.
Requirements:
1. Must have High Speed Internet.
3. Bilingual Preferred (Not Required)
We Care – we handle claims on a case-by-case basis: fast, friendly, efficiently.
We Listen – we understand there is a human side to home warranties.
We’re Dependable – we want to give solutions, not excuses.
We’re Helpful and Sincere – we take pride in the service we offer.
We Know – there is a difference between company policy and customer service.
We Set the Premier Example – by offering comprehensive coverage and quality service at reasonable rates.
Our Goal – is to create a positive difference in your life.
