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
