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Customer Relations Associate - OneGuard in Phoenix, AZ at American Home Shield

Date Posted: 11/28/2017

Job Snapshot

Job Description

Position is full time, Monday - Friday from 8 a.m. to 5 p.m.

• Provide a high-level of service to exceed customer expectations
• Respond to customer inquiries and concerns, explain denied claims, answer home warranty questions, and explain coverage within allotted timeframes
• Manage customer satisfaction survey responses within allotted timeframes
• Determine reimbursement decisions
• Manager online reputation by responding social media review sites
• Other duties as assigned

• 3 years of experience taking escalated supervisor calls in a high-volume service center preferred
• Outstanding verbal and written communication skills; advanced professional writing skills with an emphasis on clearly and effectively explaining complex information
• Ability to communicate technical information clearly to the lay person
• High customer focus with the demonstrated ability to resolve customer concerns with composure, through negotiation and de-escalation methods
• Must be a relationship builder who maintains a positive temperament while working in a high-intensity environment
• Independent thinker; thrives in a self-managed environment
• Exemplifies alignment with OneGuard's vision and core values at all times including customer interaction
• Proven organizational and time-management qualities
• Knowledge of home systems and appliances helpful

Physical Demands and Working Conditions
The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to:

•Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
•Sitting for long periods of time while using office equipment such as computers, phones and etc.
•Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
•Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.

Incumbent is required to have:

•Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.

Incumbent will be subject to:

•Inside working conditions: The change of building environment such as with or without air conditioning and heating.

ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.
Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.