Customer Claims Specialist Call Center

In office and Remote options: First 1-3 weeks probationary training period normally will be performed in the corporate office. Once employee has graduated from the full training program, the employee may work full time remotely (conditions apply and all equipment is provided). As the COVID situation and regulations evolve more or less remote work may be asked of the employee.

The Bottom Line

A Customer Claim Specialist is the pinnacle of the customer relations world. They understand that service should not just be good, but that it should be legendary. They use tools such as creative problem- solving and outside-of-the-box thinking patterns to provide results for customers and retailers for a wide variety of everyday, and sometimes unique, obstacles. A Claim Specialist has a calm and friendly demeanor when working with clientele and is empathetic in their explanations for the “how’s” and “why’s of the process.

A Day in the Life

• Respond to inbound customer, retailer, and technician inquiries and follow-up relating to entire claim processes (determine coverage, send inspection packets, authorize technicians, order parts, recommend exchanges, administer settlements, and collect complaints).
• Open new claims and capture accurate customer and claim data to determine the most cost effective and customer service-oriented outcome.
• Review and monitor open claims and follow-up as needed while maintaining high levels of accuracy and customer service.
• Provide timely action on communications received from retailers, customers, and all current manufacturing clients.
• Receive and review documents from customers, determine warranty replacement, Protection Plan coverage, or providing alternative solutions.
• Understand the basics of the retailer portal and be able to guide a store employee through submitting a claim.

Accomplishment Inventory

• High School Diploma or General Education Degree (GED) – Some completed college coursework preferred
• Savvy computer and keyboard proficiency
• Excellent oral and written communication skills in English and Spanish preferred
• Math and Microsoft Excel skills
• Genuine empathy and the ability to create solutions for all customer obstacles
• Team focus and friendly demeanor
• A robust history of legendary customer service experience

Schedules: Various Schedules available, voluntary Overtime or even Mandatory Overtime.· Several schedules are required within timeframe of Monday-Friday 9:00-6:30pm EST (8:00-5:30pm CST) for training and regular schedule after training is Monday-Friday 10:00 - 6:30 P.M. (EST). Some Saturday schedules available. Some overtime allowed or required.Benefits what we offer:

A full array of benefit options available for the entire family starting on the first of the month after 30 days of employment:

· Remote work after completion of training

· 80 hours of Paid Time Off first year, this increases every two years until you have a total of 200hrs each year!

· Medical, Dental, Vision (with company paying an average of 75% of the premiums!)

· Employer fully paid: Life, Short Term Disability, Long Term Disability, Employee Assistance Programs

· 401k (both pre-tax and ROTH options)

· 40 hours of Paid Sick Leave per year that is paid out on your anniversary if not used

· Promotions, remote work, flexible schedules, a highly technical training program

· All equipment provided

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

COVID-19 considerations:
Company already allows remote work from home. Training will be done in a clean and sanitized environment and most of the training will be done remotely.

Ability to commute/relocate:

• Grand Rapids, MI 49546: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: One location

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