Client Support Specialist, Home Warranty (Evening / Weekend)

The Client Support Specialist, Home Warranty will provide direct contact with Assurant’s customers, high-profile client representatives, and service partners to reduce and resolve delays in service. All levels are responsible for building positive relationships with customers, service partners, and internal departments while providing paths to an efficient resolution.

** Please note that the schedule for this role is Tuesday-Friday (11am-8pm EST) and Saturday (8am-4pm EST) ***

Job Responsibilities

• Responsible for servicer inquiries through phone calls, emails, or webforms and complete incident management by investigating, troubleshooting, and resolving concerns through interactions with customers and service providers
• Support the claims process for repairs of home appliances, consumer electronics, plumbing, HVAC, & electrical systems
• Make repair and/or settlement decisions using appropriate steps to qualify and quantify the resolution from a cost saving and customer experience perspective within approved limits
• Utilize approved vendors to procure parts for service providers or customers to complete repairs
• Complete audits and validate incoming provider claims, settlements, service denials, and reimbursements to ensure accuracy and cost effectiveness before processing and providing payments while updating multiple channels with decision information
• Enforce independent servicer agreements and adhere to multi-client contract terms and conditions when making decisions
• Manage multiple issues/cases at one time simultaneously based on workload
• Analyze and act on the best possible outcome based on potential risk for an amicable resolution
• Required to log and track issues in multiple tracking systems for the purpose of generating reports and employee accountability
• Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner with ongoing status and/or solution
• Responsible for drafting written correspondence to customers and service providers or in response to provider questions or escalations
• May identify opportunities for a process improvement for the betterment of the overall customer experience and/or Assurant Operations from a cost saving perspective

Basic Qualification

• High School Diploma or GED
• 3 + years in Direct Customer Service to include escalation experience
• 2+ years in Business to Business or Vendor Customer Service
• 2 + years of experience in composing responses to external contacts
• Excellent Customer Service skills
• Excellent verbal and written communication skills
• Strong ability to multitask
• Strong analytical and organizational skills
• Basic problem-solving skills
• Experience with Microsoft based programs and computer products

Preferred Skills

• Experience with conflict resolution
• Prior retail or home warranty experience
• Experience in one or more of the Service Industries, to include: major appliances, consumer electronics, HVAC, lawn & garden, plumbing, electrical, fitness or large tools
• Strong problem-solving skills, with an attention to detail
• Associate degree in Business or Equivalent 
• 3+ year in Vendor Management
• Strong understanding of client contracts, operations, company products & services

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Pay Range:

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 15 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

Job Scam Alert
Please be aware that during Assurant's application process, we will never ask for personal information such as your Social Security number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here.