Customer Contact & Operations Specialist I

Bilingual and non-bilingual positions available

Work Schedule is Monday - Friday 11:00 a.m. - 8:00 p.m.

Position needed for handling (primarily) inbound calls and off-phone work items related to Vehicle Protection Products such as, but not limited to, mechanical and electrical breakdown repair contracts (commonly referred to by dealerships as "extended warranties"), vehicle maintenance contracts, RV part extended service contracts.

Key Responsibilities:

The agent is responsible for addressing questions from customers on how the agreement works including explaining claim procedures, coverage details, claim details, relaying denied claim determinations, etc.

The agent must learn to navigate multiple systems, learn and adhere to departmental scripts and processes, adhere to quality assurance metrics, average handle time (AHT) and call volume metrics, properly convey the contract details/language to the customer and relay claim details and determinations to customers.

The agent must also address inbound and outbound calls with repair facilities/service providers related to claim payment delays and processing.

The agent is also responsible for several off-phone items including, but not limited to, claim audits and processing claim payments, working inbound and outbound emails and faxes, working payment requests coming into queues. The agent may be responsible for handling payment plan updates and manual payment requests.

If bilingual, the ability to speak, read and write the Spanish language fluently.

Note: This position does not involve cold calling/outbound calls related to solicitations, contract upgrades or sales of any kind

Basic Qualifications:

High school diploma or GED

1 year of experience in an office, call center, or customer contact environment

Other Requirements:

Excellent written and verbal skills to communicate with team members, management, customers, counselors and other employees of the organization

Strong customer service skills

Ability to work with frequent interruptions and under deadlines

Ability to work collaboratively with others to generate ideas or resolve problems

Ability to present a professional image

Ability to establish courses of action to ensure efficient completion of work

Ability to think creatively and make decisions based on incomplete information

Ability to process time sensitive data and information from multiple sources, including data from mainframe systems, makes decisions based on this data, and to effectively communicate the related required actions to a broad audience

Ability to quickly adapt to change, proactively recognize process improvement opportunities and be able to work independently as well as in a team setting

Preferred Qualifications:

• 2+ years of experience in an office, call center, or customer contact environment

• Previous experience as a team leader or trainer in an office, call center, or customer contact environment

• 620, 440, or other applicable and relevant licenses or certifications