Customer Service Representative, Hvac

Customer Service Representative- Warranty
Location Jeffrsonville, IN.
Are you looking for the next step in your career? Our Customer Service Representative, HVAC Accounts position is a great opportunity to join our growing team! This position is Hybrid working in our Jeffersonville, IN. office
About AIG Warranty
AIG Warranty delivers a full range of service solutions including warranty management administration, extended service programs, Customer Service support, service network management, claims processing services, and service contract underwriting.
With over 20 years of experience, we are one of the warranty and service industry's leading providers, which is why many of the world's largest and most respected brands choose us. When retailers or manufacturers want flexible and innovative service solutions that will ensure the focus of building customer retention and customer satisfaction, they turn to us.
About the HVAC Team
The HVAC Division provides the heating, air conditioning, and refrigeration industry with risk management solutions for residential and commercial applications. Our diversified portfolio includes OEM (Original Equipment Manufacturer), retail, dealer direct, and consumer direct initiatives. In this department we work directly with consumers and vendors, providing excellent service with enthusiasm and professionalism.
About the Customer Service, HVAC Accounts Role
Our HVAC Accounts Customer Service Representatives work directly with the HVAC Dealers and our Customers to ensure that the contracts are being upheld appropriately, answering questions, reviewing account history, and providing additional information as needed. HVAC Accounts Customer Service Representatives are responsible for updating contracts, staying up-to-date on programs, and acting as a connector with internal staff and our clients and vendors. They provide a superior level of service and support both internally and externally.
As a contributor at AIG, HVAC Accounts Customer Service Representatives are the ones our clients turn to in times of need. They act with speed, composure, compassion and knowledge to solve problems and the work they do every day is the heart of AIG's business.
The HVAC Division Customer Service Representatives:

• 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 (but not limited to) website navigation for entering sales and claims, understanding program guidelines, 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/conditions 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.

What We are Looking For
Essential Knowledge, Skills, and Abilities:

• Computer and software skills, such as using MS Word, Outlook, Excel, and customer relationship management (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.

Beneficial Knowledge, Skills, and Abilities:

• 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.

Education/Experience Requirements:

• High school diploma or GED required.
• College course work preferred.

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.
About Employment at AIG Warranty
This position works at the Jeffersonville , Indiana office Monday through Friday. This is a full time, 40 hour per week role. The department is open from 8:00 am to 6:00 pm, Monday through Friday, and the scheduled hours will fall within that range.
AIG Warranty offers a first-class benefits package to their employees, and all benefits begin on day one of employment.
A partial list of benefits include:

• Automatic employer contribution into 401k account, with an additional employer match opportunity
• Competitive Medical, Dental and Vision insurance plans
• Opportunity to earn a performance-based annual bonus
• A robust amount of Paid Time off- with additional opportunities to take Paid Volunteer Time Off

AIG Warranty in Jeffersonville has a casual dress code, and a fun, friendly work environment.
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A look at our Benefits
We're proud to offer a range of employee benefits and resources that help you protect what matters most - your health care, savings, financial protection and wellbeing. We provide a variety of leaves for personal, health, family and military needs. For example, our "Giving Back" program allows you to take up to 16 hours a year to volunteer in your community. Our global mental health and wellness days off provide all colleagues with a paid day off to focus on their mental health and wellbeing.
We also believe in fostering our colleagues' development and offer a range of learning opportunities for colleagues to hone their professional skills to position themselves for the next steps of their careers. We have a tuition reimbursement program for eligible colleagues to enhance their education, skills, and knowledge in areas that relate to their current position or future positions to which they may transfer or progress.
We are an Equal Opportunity Employer
American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. We provide 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 such as sexual orientation. At AIG, we believe that diversity and inclusion are critical to our future and our mission - creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.
To learn more please visit: https://www.aig.com/about-us/diversity-equity-and-inclusion
AIG is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to candidatecare@aig.com. Reasonable accommodations will be determined on a case-by-case basis.
Functional Area:
OP - Operations
Estimated Travel Percentage (%): No Travel
Relocation Provided: No
Service Net Warranty, LLC