Member Services Rep Hybrid Remote/Office-Must Live in South FL
Company: IWS Acquisition Corporation
Location: Boca Raton
Posted on: May 16, 2022
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Job Description:
Job Description JOB DESCRIPTION Job Title: Member Services
Representative Reports To: Client Services Manager Position
Classification: Non-Exempt, Full-Time Position Summary: The Member
Service Department is dedicated to providing the highest quality of
service to all of our members, credit unions, and associates. We
support our members through the claims process to assure they
receive the fullest benefits from their vehicle service agreement.
We use our best judgment in any given situation for the benefit of
our members. We strive to help our members understand the terms and
conditions of their vehicle service agreement to become educated
consumers and contract holders. Our philosophy is that every member
is important to us and that we treat our members the way that we
would like to be treated. Whenever a member inquires about a
concern, we will assist them in resolving their concern or
situation. We use logic and reason to handle each claim. If there
is any ---gray area--- concerning a claim, we will find the best
solution for the member, credit unions, account executives, and IWS
in resolving the claim. Core Responsibilities: Answering incoming
calls from members and credit unions Assisting members, credit
unions, and account executives in resolving claim issues or any
other concerns that they may have Assisting members in finding auto
repair facilities that will work with the IWS warranty Assisting
the members, credit unions, and account executives in finding fast
resolutions on their concern or claim Explain and educate the
member on the vehicle service agreement that they have purchased
Assist in finding and setting up rental for the member Escalating
claims as needed and providing advice to the Member Service
Assistant Manager or Contact Center Director while continuing to
follow up on the member---s concern Setting major tasks when
members have a major automobile repair and following up daily to
avoid any disruption for the member Work with other departments in
an effort to provide exceptional sales and service support Ability
to manage taking and making up to 50 calls per day Explaining and
educating our members on the type of vehicle service agreement that
they purchased Ensure that our members and credit unions receive
the highest quality of customer service Work with the member
service management to build a better customer service relationship
Work with all IWS departments to ensure that if there is a problem
with a member's claim that it gets resolved with a minimum of
member disruption in resolving their claim Other duties as assigned
Experience, Knowledge and Skills: Previous automotive warranty
customer service background preferred Have a caring attitude in
explaining the reason to the member when their claim has been
denied Knowledge of automobile repairs preferred Experience in call
center customer service setting Strong verbal and written
communication skills Strong work ethic and detail-oriented with
excellent organizational and multitasking skills Ability and
knowledge of general computer skills using Microsoft Windows
products such as Outlook, Word, Excel Typing skills, minimum of 25
WPM Critical thinking, problem-solving, judgment, and decision
making Education and Qualifications: High School Diploma Special
Requirements: This position works from a professional office
environment - hybrid remote/office schedule. Please apply if you
live in South Florida. This role routinely uses standard office
equipment such as computers, phones, photocopiers, filing cabinets,
and fax machines Ability to work on a laptop or personal computer
as well as talk on the phone for extended periods of time is
required Employee is regularly required to talk or hear The
employee frequently is required to sit, stand, walk, use hands,
handle, feel and reach with hands and arms Ability to work
full-time hours, generally a minimum of 40 hours per week, for this
position Ability to lift up to 10 pounds 1 or 2 Saturdays per month
9 AM-1 PM as required
Keywords: IWS Acquisition Corporation, Boca Raton , Member Services Rep Hybrid Remote/Office-Must Live in South FL, Administration, Clerical , Boca Raton, Florida
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