Escalations Specialist (Remote)

Case Management Specialist

Purpose:

This position will handle escalated issues and/or claim disputes from warranty holders and clients. The incumbent will be responsible for bringing disputes to resolution through the use of outstanding customer service skills and consistency regarding company policies and procedures. Heavy focus on customer/client callbacks and follow-ups until the resolution of the claim is realized.

Summary of Responsibilities: 

• Ability to perform all duties outlined in CSA I & II job descriptions – customer service experience in a high volume call center with heavy focus on case management and customer service excellence.

• Create a positive customer service experience by educating warranty holders/clients on coverage, policies, and procedure
• Ownership and positive handling 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 departments, as needed.
• Other customer service and case management duties, as necessary.

Education/Experience/Other Requirements

• High School diploma or equivalent
• 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
• 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