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Service Resolution Specialist -AEA in Carroll, IA at American Home Shield

Date Posted: 3/28/2018

Job Snapshot

Job Description

Handles escalated unresolved service issues until resolution is achieved. Represents American Home Shield to customers and business partners (e.g., contractors, etc.) as the primary point of contact for a specific customer until their issues are resolved. Evaluates situation, determines appropriate response, and appropriate solution to the service issue while ensuring that solution adheres to departmental guidelines, policies, and procedures. Uses computerized system for tracking, maintaining customer data, and information gathering.

• Responds to direct dialed or transferred inbound phone calls regarding escalated service issues until resolution is achieved.
• Gathers facts, identifies problems and determines appropriate solutions.
• Provides timely follow-up to all parties including appropriate system documentation.
• Captures customer and performance data as needed for reporting purposes.
• Drafts written communication for both internal and external updates on claims being researched.
• Approves warranty repairs and/or replacements as needed to resolve escalated service calls.
• Completes computer generated data for reimbursements, concessions and written communication for all customers.

Education and Experience Requirements
• High school diploma or general education degree (GED) required
• 2 - 4 years of customer service experience, or an equivalent combination of education and experience required
• Experience resolving escalated customer service issues strongly preferred.

Knowledge, Skills, and Abilities
• Excellent verbal and written communication skills
• Knowledge of contract coverage, including systems and appliances
• Knowledge of AHS policies and procedures
• Customer service and conflict resolution
• Computer skills (Microsoft Word, Excel, Outlook)
Attention to detail
• Multi-tasking
• Adapt to a fast-paced environment
• Highly developed interpersonal skills
• Good organizational and time management skills
• Strong problem solving and decision making skills
• Effective negotiation skills
• Conflict resolution skills

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.

ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

An Equal Opportunity/Affirmative Action Employer – of Minorities/Females/Veterans/Disability


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