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Complaint/Claims Resolution Specialist - Auto in Bedford, TX at The Amynta Group

Date Posted: 9/14/2018

Job Snapshot

Job Description

Individual should have a strong knowledge of process and procedure to manage, resolve, and minimize escalations to prevent registered complaints with the Better Business Bureau, compliance agencies, legal, and media.  The desired candidate should possess superior customer interaction skills to diffuse anger and provide immediate solutions for all complaints.  The ideal candidate must demonstrate leadership skills that include, time management, performance coaching, and assisting with projects.  The candidate must be able to motivate and lead a team to meet or exceed all performance metrics.  Additional duties include assuming the responsibility of the supervisor should the need arise.

Duties and Responsibilities

•         Handle incoming calls for dealer and Account Management escalations as needed and be the point of contact for any escalations.

•         Manage escalation cases submitted by Legal, Media, and BBB to resolution.

•         Partner with intra-department leads to identify solutions to resolve escalated issues.

•         Report and track all research and work completed for each assigned case using the reporting tool.

•         Create positive customer interactions through the use of superior soft skills that include acknowledging the customer’s escalation and demonstrating a willingness to resolve the issue.

•         Document all work completed for a customer in the comments section of the customer database.

Job Requirements

•         High school diploma or equivalent

•         College degree or some college preferred

•         3+ years of customer/technical service in a call center environment

•         At least 2 years as a team lead or senior level customer service experience

•         Ability to think independently and make sound decisions pertaining to service and customer satisfaction

•         Exceptional listening, written, and verbal communication skills

•         Mastery of the English language

•         Ability to resolve conflict and negotiate

•         Strong PC skills (Word, Excel, etc)

•         Experience with AS400 preferred


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