Warranty Solutions Specialist-Bilingual

Job Summary:

On the Warranty Solutions Team, you are the Home Warranty expert and brand champion, supporting customers and internal and external partners by applying your product knowledge and ability to connect with customers to identify their needs within the Home Warranty service agreement and corresponding account.  Our mission is to approach each customer individually and create customized solutions.

Primary Responsibilities:

Customer Call Duties

• Interact with customers and internal and external partners primarily over the phone, building relationships through assistance, service, and education. This can involve partnering with other areas of the Solutions Center, the business, and our contractor network.

• Approach each customer interaction with a solutions-oriented mindset while making a personal connection and demonstrating active listening and empathy.

• Demonstrate full understanding of IGS home warranty service agreement programs and processes, communicate clearly to customers in resolving their service request or inquiry, work with our immediate and extended teams to manage task volume, team coverage, and provide customer resolutions.

• Enroll customers in IGS programs via phone, mail, or email requests.

• Provide an exceptional and individualized customer experience while maintaining a high level of accuracy, efficiency, and prioritization.  

• Using strong home warranty program knowledge and expertise, you will handle service request calls including interacting with customers, verifying customers’ eligibility to file requests, verifying facts related to the request and filing it into the company’s system.

• When necessary, locate and dispatch contractors to repair or replace protected lines or systems and inform customers accordingly.

• Collect and process plan payments for new and existing plan customers. Collaborate with other team members in collecting payments and reconciling accounts when necessary. Handle and protect sensitive customer and financial information.

• Navigate systems, procedures, and other resources to complete tasks and provide accurate and timely resolutions to service requests, inquiries, or program related escalations.

• Achieves all customer experience, and retention standards set for the department by offering customized solutions and product education to customers and following established departmental goals, policies, and procedures.

• Demonstrate our core values and support various lines of business and initiatives within the organization (for example, supporting sustainability through enrolling customers in our Paperless program).

• Additional duties and responsibilities as assigned.

Contractor Call Duties

• Communicate effectively with contractors regarding diagnosis, repair, or replacement of protected systems and items.

• Complete and distribute service request forms and provide contractors with appropriate authorization information to execute repairs. 

• Maintain contact and follow-up with the contractor and customer throughout the service request process to ensure efficient repair or replacement.

• Review service requests over the authorization limit level, review service amount to verify additional costs, and provide appropriate approval for plan limit.

Afterhours Call Duties

• Handle emergency service requests, contractor approvals, and escalated customer calls on assigned dates after business hours.

• Demonstrate reliability, responsiveness, and sense of urgency in providing customer solutions during assigned shift.

Required Skills:

• Experience with customer service and problem-solving in a phone center environment.

• Relationship building skills with a high degree of responsiveness, reliability, and integrity.

• Verbal, written, and interpersonal communication skills that reflect professionalism and accuracy during interactions with internal and external customers.

• Reasoning and critical thinking ability.

• Organized and detail oriented while meeting requirements, deadlines, and productivity goals that may include periods of high volume.

• Experience with third party service relationships.

• Ability to Operate effectively in a team environment and collaborate well with others, including applying and providing constructive feedback.

• Basic knowledge of Windows, MS Office Suite, and Internet.

• May be required to participate in certain insurance classes or obtain a Property & Casualty license.

Minimum Education & Experience:

• Must be fluent in both English and Spanish.

• High school diploma or equivalent. 

• Exposure to call center/customer service environment preferred.

• Prior experience in claims processing is a plus.

Salary Range:

$38,560.00 - $56,800.00

*This range reflects base pay only. Incentive earnings, like commissions or bonuses, are not included.

This role is also eligible for an annual incentive plan based on company performance, team or individual incentives, and a $1.00/hr bilingual premium. 

How We Support Your Wellbeing:

Our employees are our most valuable asset. That’s why at IGS, we are committed to offering a holistic benefit program that allows employees to stay healthy, feel secure, and maintain flexibility in their wellbeing journey.

• Healthcare Essentials: Comprehensive coverage including medical (plus free telehealth), dental, vision, and employer health savings account contributions.

• Mental Wellbeing: Robust support through Headspace and free mental healthcare visits for you and your dependents.

• Family Planning Support: Extensive assistance with Maven, paid family and caregiver leave, and fertility, adoption, and surrogacy services.

• Financial Readiness: Strong financial foundation with a 401(k) plan, company match, and access to financial wellbeing tools.

• Work-Life Balance: paid time off, tuition reimbursement, paid leaves, employee hardship fund, and a wide range of additional perks.

Equal Opportunity Employment:

It is the policy of IGS Energy to ensure equal employment opportunity in accordance with all applicable federal and state regulations and guidelines. Employment discrimination against employees and applicants due to race, color, religion, sex (including sexual harassment), national origin, disability, age, sexual orientation, gender identity, military status, and veteran status or other legally protected class under applicable law is prohibited.

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