Responsibilities:
Process incoming telephone calls with service providers for claim approval
with demonstrated proficiency in HVAC and a focus on driving quality
repairs.
Review and negotiate claim approvals to ensure that material costs and
diagnosis are equitable and within the established guidelines.
Accurately capture and record claim information into company systems
Follow company guidelines, technical knowledge, and established processes to
determine appropriate claim decision.
Meet or exceed all established Key Performance Indicators.
Work closely with our Service Providers to resolve the customers issue
Other duties, offline work and project work as assigned.
Qualifications:
Proper phone etiquette
HVAC repair and Installation experience and certifications required.
Ability to speak and write clearly and accurately.
Demonstrated proficiency in typing and grammar.
Knowledge of relevant software computer applications and equipment
Knowledge of customer service principles and practices
Effective active listening skills
Ability to manage multiple computer screens, applications, projects, and/or
priorities.
Ability to drive company performance with a focus on delivering an excellent
customer experience.
Possesses, acquires, and maintains the technical/professional expertise
required to do the job effectively and to create effective customer
solutions.
Technical/professional expertise is demonstrated through problem solving,
applying HVAC technical knowledge.
Conditions:
Must be able to sit for 8+ hours per day with occasional breaks.
Position requires use of headset/microphone.
Quiet, dedicated workspace within home.