Description:
At this time a Claims Customer Service Representative (CSR) is needed to assist customers in understanding the terms, conditions, and processes of the contracts they hold. The CSR responds to inbound calls in a timely manner while providing the utmost customer service…
* Applicants who have Customer Service and/or Call Center experience will be considered for interview**
This position is a Hybrid Work Opportunity following training*
Schedule:
Monday – Friday: 10:30 am – 7:00 pm CST.
Hybrid Schedule after Training (dependent on production/ performance):
Training – Approximately 3-4 weeks.
Work from Home: Monday, Tuesday, Thursday, and Friday.
Work at our Farmers Branch, TX office: Wednesday.
Compensation: $18.00 – $18.50 per hour depending on your experience. Exception Benefits!
Essential Functions:
Respond to inbound calls in a timely manner using the utmost professionalism.
Guide customers through the claims process. Explain the information needed to process the claim as efficiently as possible.
Take detailed notes of conversations. Provide that information in the contract as well as Vander.
Pull the contract up in the system.
Help to determine if an agreement is still valid for the Warranty Forever® programs (auto and motorcycle) as needed.
Handle general question calls.
Refers to Dealer Notes for guidance on a regular consistent basis.
Confers with team lead/supervisor when unsure of how to guide a customer.
Escalates irate customers to supervisor.
Process Prepaid Maintenance claims as needed.
Assist with the processing of RV maintenance as needed.
Takes ownership of changes and is personally responsible for managing change in an upbeat positive manner.
Strives to enforce and live the Portfolio philosophy every day.
Other duties as needed.
Requirements:
Education and Qualification Requirements:
High School Diploma or equivalent.
Previous customer service experience over the phone or in person in an automotive-related industry.
Ability to maintain an upbeat, positive, friendly, and clear tone of voice over the phone at all times.
Strong computer skills especially in navigating the internet and conducting research.
Process-driven.
Ability to effectively communicate with diverse audiences and overcome objections/receive pushback from customers.
Proven ability to understand the terms and conditions of the contracts that Portfolio administers.
Preferred Requirements:
Previous exposure to auto/RV warranties.
Strong understanding of all contracts administered by Portfolio.
Strong problem-solving skills.
Strong communication skills both written and verbal.
Ability to navigate through multiple computer software programs.
Work Environment and Physical Requirements:
Vision acuity required to include close vision, color vision, distant vision, and the ability to adjust focus.
Ability to grasp objects such a telephone or computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment
Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds.
Ability to frequently sit for long periods of time.
Ability to hear and talk, both in person and by phone.
Ability to spend extended hours in front of a computer screen