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Customer Service Specialist

Position:
Customer Service Specialist

Classification:
Nonexempt

Reports to:
Claims Supervisor

Date:
January 2016

JOB DESCRIPTION

Summary:
This position is primarily responsible for providing effective customer service for all internal and external Residential Warranty Services Account Managers, clients, and customers by utilizing excellent, in-depth knowledge of company products and services, as well as, the team members within the 1 Year Warranty Division.

Essential Functions and Duties and Responsibilities:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

  1. Responsible for answering the telephone and direct incoming calls to the appropriate party.
  2. Performs basic customer service function.
  3. Performs data entry.
  4. Responsible for taking home warranty orders via phone, online, and fax & inputting the claims into claims management database.
  5. Responsible for taking claims from policyholders via phone & dispatch claims to contractors or service providers.
  6. Responsible for compiling new warranty packets and for mailing, faxing, and e-mailing to customers as required.
  7. Performs general administrative duties and related tasks. Provide general office support with a variety of clerical activities and related tasks, including photocopying, faxing, and mailing.
  8. Prepare documents, update databases, prepare and maintain spreadsheets. Assist in maintaining electronic and hard copy filing system, retrieve documents from filing system, prepare and modify documents including correspondence, reports, spreadsheets and emails.
  9. Maintains in-depth working knowledge of RWS systems and processes.
  10. Provides feedback to the company regarding service failures or customer concerns.
  11. Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.
  12. Responds to customer inquiries and problem solving in a professional and effective fashion.
  13. Acts as a resource in resolving customer or client issues brought to the Department by utilizing excellent RWS process knowledge and strong skills in customer service.

Competencies:

  1. Problem Solving—the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
  2. Interpersonal Skills—the individual maintains confidentiality, remains open to others’ ideas and exhibits willingness to try new things.
  3. Oral Communication—the individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts meetings.
  4. Written Communication—the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
  5. Planning/Organizing—the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
  6. Quality Control—the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
  7. Adaptability—the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
  8. Dependability—the individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.
  9. Safety and Security—the individual actively promotes and personally observes safety and security procedures, and uses equipment and materials properly.
  10. Business Acumen—the ability to understand and apply information with which to contribute to the organization’s strategic plan.
  11. Critical Evaluation—the ability to interpret information with which to make business decisions and recommendations.
  12. Leadership—the ability to direct and contribute to initiatives and processes within the organization.
  13. Relationship Management—the ability to manage interactions to provide service and to support the organization.
  14. Change Agent—an individual who voluntarily takes extraordinary interest in the adoption, implementation, and success of a cause, policy, program, project, or product.
  15. Decision Making— the thought process of selecting a logical choice from the available options.
  16. Initiative— an individual’s action that begins a process, often done without direct managerial influence.
  17. Customer/Client Focus- the orientation of an organization toward serving its clients’ needs.
  18. Project Management- the body of knowledge concerned with principles, techniques, and tools used in planning, control, monitoring, and review of projects.
  19. Teamwork- the process of working collaboratively with a group of people in order to achieve a goal.
  20. Time Management- the individual demonstrates a systematic, priority-based structuring of time allocation and distribution among competing demands.

Supervisory Responsibility:
This position has no supervisory responsibilities.

Work Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:
This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to ten (10) pounds and occasionally lift and/or move up to twenty-five (25) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type and Expected Hours of Work:
This is a full-time position, and hours of work and days are Monday through Friday, TBD.

Travel:
No travel is expected for this position.

Knowledge and Skills:

  1. Ability to communicate by phone, in person, or through correspondence.
  2. Possess a thorough understanding of all applicable policies and procedures.
  3. Possess a willingness to learn.
  4. Ability to perform duties with minimal direction.
  5. Requires effective oral and written communication skills, excellent interpersonal skills, and computer literacy.

Performance Standards:

  1. Maintain regular work schedule.
  2. Maintain good rapport with clients.
  3. Maintain good communication with co-workers.
  4. Maintain good communication with management.
  5. Perform job with a minimum number of errors.

Education and Work Experience:

  1. High School Diploma or GED.
  2. Experience in claims, warranties, customer service, call centers, administrative, or related discipline.
  3. Any similar combination of education and experience.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Company Statement:
At Residential Warranty Services, we strive to build a diverse work force through equal opportunity employment that embraces and leverages the differences each individual has to offer. This job description is only a summary of the typical functions of the job and not intended to be an exhaustive list of all job responsibilities, tasks and duties.
Equal Opportunity Employer

M/F/D/V