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Role Description

• Process incoming telephone calls with service providers for claim approval with demonstrated proficiency in HVAC and a focus on driving quality repairs.
• Review and negotiate claim approvals to ensure that material costs and diagnosis are equitable and within the established guidelines.
• Accurately capture and record claim information into company systems.
• Follow company guidelines, technical knowledge, and established processes to determine appropriate claim decision.
• Meet or exceed all established Key Performance Indicators.
• Work closely with our Service Providers to resolve the customers issue.
• Other duties, offline work and project work as assigned.

Qualifications

• Proper phone etiquette.
• HVAC repair and Installation experience and certifications required.
• Ability to speak and write clearly and accurately.
• Demonstrated proficiency in typing and grammar.
• Knowledge of relevant software computer applications and equipment.
• Knowledge of customer service principles and practices.
• Effective active listening skills.
• Ability to manage multiple computer screens, applications, projects, and/or priorities.
• Ability to drive company performance with a focus on delivering an excellent customer experience.
• Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions.
• Technical/professional expertise is demonstrated through problem solving, applying HVAC technical knowledge.

Requirements

• Must be able to sit for 8+ hours per day with occasional breaks.
• Position requires use of headset/microphone.
• Quiet, dedicated workspace within home.