**Experienced Customer Service Representative – Vehicle Protection Products and Claims Processing**

About Us

We are a leading provider of vehicle protection products and services, dedicated to delivering exceptional customer experiences and building long-lasting relationships with our clients. Our team is passionate about helping people, and we're looking for like-minded individuals to join our dynamic and supportive environment. If you're a problem solver with a passion for customer service, we'd love to hear from you!

About the Role

We're seeking an experienced Customer Service Representative to join our team, responsible for handling inbound calls and off-phone work items related to our Vehicle Protection Products. As a key member of our team, you'll be the first point of contact for our customers, providing exceptional service and support to ensure their needs are met. If you're a customer-focused individual with excellent communication skills and a passion for problem-solving, we'd love to hear from you!

Key Responsibilities

• Handle inbound calls and off-phone work items related to Vehicle Protection Products, including mechanical and electrical breakdown repair contracts, vehicle maintenance contracts, and RV part extended service contracts.
• Address customer questions and concerns, providing clear and concise explanations of our products and services, including claim procedures, coverage details, and claim determinations.
• Learn and adhere to departmental scripts and processes, as well as quality assurance metrics, average handle time (AHT), and call volume metrics.
• Communicate effectively with customers, repair facilities, and service providers to resolve claim payment delays and processing issues.
• Process claim audits and payments, work inbound and outbound emails and faxes, and handle payment requests coming into queues.
• Work collaboratively with the team to generate ideas and resolve problems, and present a professional image at all times.

Why You'll Love This Role

• The variety of work – every day and every customer situation is unique, providing a challenging and engaging experience.
• The opportunity to demonstrate your exceptional problem-solving abilities and make a real difference in our customers' lives.
• The chance to work in a high-performing, collaborative, and supportive team environment.
• Competitive compensation and paid time off, as well as career advancement opportunities.
• Medical benefits begin on your first day, and you'll have access to a comprehensive benefits package.

What We're Looking For

We're looking for a highly motivated and customer-focused individual with excellent communication skills and a passion for problem-solving. If you have:

Essential Qualifications:

• A high school diploma or GED.
• At least 1 year of experience in an office, call center, or customer contact environment.
• Excellent written and verbal skills to communicate with team members, management, customers, counselors, and other employees.
• Strong customer service skills and the ability to work with frequent interruptions and under deadlines.
• The ability to work collaboratively with others to generate ideas or resolve problems.
• The ability to present a professional image and establish courses of action to ensure efficient completion of work.
• The ability to think creatively and make decisions based on incomplete information.
• The ability to process time-sensitive data and information from multiple sources, including data from mainframe systems.

Preferred Qualifications:

• At least 2 years of experience in an office, call center, or customer contact environment.
• Previous experience as a team leader or trainer in an office, call center, or customer contact environment.
• 620, 440, or other applicable and relevant licenses or certifications.

Working Conditions and Physical Requirements

This is a full-time job with a variable schedule, typically 8 hours per day, Monday through Friday 6 am to 9 pm CST, and Saturday 7 am to 7 pm CST. You'll be required to have a reasonable degree of schedule availability and flexibility to work varying schedules throughout the year. While working remotely, you'll need to have internet services with a minimum internet speed of 25 Mbps on the download side and a minimum of 15 Mbps on the upload side.

Career Growth Opportunities and Learning Benefits

We're committed to helping our employees grow and develop their careers. As a Customer Service Representative, you'll have access to ongoing training and development opportunities, as well as career advancement opportunities within our organization. We're proud to offer a comprehensive benefits package, including medical benefits, paid time off, and competitive compensation.

Why Join Our Team?

We're a dynamic and supportive team, passionate about delivering exceptional customer experiences. If you're a customer-focused individual with excellent communication skills and a passion for problem-solving, we'd love to hear from you! Join our team and take the first step towards a fulfilling career in customer service.

How to Apply

If you're ready to take your career to the next level, apply now! We can't wait to hear from you and learn more about your qualifications and experience.