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CSR - Repair Management Coordinator


Position Overview
 
The CSR Repair Management Coordinator is responsible for providing world class customer service on all inbound warranty claims calls. Tasks include assessing claims, troubleshooting, advising customers whether or not they are covered by our warranty, communicating ongoing actions, and deploying contractors in a manner that enhances the reputation of HKT, Repair Management.

Responsibilities:

  • Handle a high volume of customer claims calls and verify entitlements in accordance with our guaranteed standards of service and contract coverage
  • Work with customers throughout the US in a call center environment to troubleshoot and isolate problems
  • Write and respond to customer and contracted tradesmen correspondence and interoffice communications in a professional and concise manner
  • Use good judgment and guidelines when handling difficult situations
  • Assist in retaining the customer base and contract renewals by providing exceptional customer service during every contact
  • Build excellent customer relationships during every interaction
  • Data entry to include contractor invoices, general customer account information and actions taken during customer calls
  • Provide feedback to management regarding customer comments as a basis to develop ideas for improved services, processes and procedures
  • Participate in the holiday on-call rotation schedule as required


Qualifications/Skills:

  • High school diploma or equivalent
  • Experience working in a call center environment
  • Computer literate including Outlook and Word
  • At least 2 years of experience in a customer service role
  • Must be able to work a full-time schedule between the hours of 8:00 am – 8:00 pm- Monday- Sunday


Desired Skills:

  • Knowledge of home repairs processes and terminology is desired
  • Excellent verbal and written communication skills
  • Well organized, with good attention to detail
  • Good judgment and problem-solving skills
  • Flexible, proactive, and self-motivated
  • Be available on an on call – 24/7 basis is a plus

 
In return we offer:

  • Competitive compensation
  • Career development and advancement opportunities
  • Business-casual attire throughout the week
  • Friendly, open and team oriented work atmosphere
  • Excellent benefits including generous medical, vision, dental and life & disability insurance
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