Provides customer service and claim management to residential service contract holders by providing a high quality of interaction with HVAC service providers, parts suppliers and customers in a call center environment. Utilizes technical skills to determine the company’s liability related to heating and air conditioning repair claims and addresses any customer and/or service provider inquiries. Interacts daily with both internal and external customer support roles and functions. Provides cross-over support to peers based on department needs.
JOB DUTIES:
Gathering, validation and review of all applicable repair expenses including but not limited to: labor cost, parts costs, travel, and applicable taxes.
Input of information into system including all part numbers, repair labor, tax, sublets, and shop supplies, set-up claim in system with documentation to support reasons for approval/denial and provide authorization number.
Review claims for proper diagnosis and determine appropriate coverage and provides recommendations to provide solutions through alternate means
Purchase outside parts when necessary in order to keep claims cost in line.
Knowledgeable of all EFG Home Services products for proper administration and handling.
Review all technical issues for accuracy of diagnosis, repairs, and proper repair procedures.
Perform investigation of claims as requested by management by talking to customers, home service providers or any other involved parties.
Daily, weekly, monthly KPM reporting and productivity goals.
Provide positive interactions with HVAC vendors and suppliers as a primary point of contact and provides feedback/recommendations to management regarding industry changes and challenges.
Perform other duties, as assigned.
JOB QUALIFICATIONS:
Minimum 5 years of HVAC field servicing experience in the residential heating and air conditioning industry.
Must carry and maintain a HVAC trade license valid with the state at a journeyman level or higher.
Technical knowledge of home related manufacturer products and ability to read product schematics, and administration of repair guidelines.
Ability to administrate claims in a call center environment while maintaining efficiency throughout the claims process.
Must be able to understand all aspects of the HVAC claims process and proper skill handling with customers and home services partners.
Intermediate level of computer proficiency and utilization of Microsoft Office suite.
Ability to efficiently communicate both verbal and written to resolve customer issues.
Ability to leverage technical skills to provide strong problem solving and analytical abilities.
Ability to effectively interface with outside callers.
Attention to detail and accuracy.
Ability to work autonomously as well as collaboratively within a team environment.
Demonstrated ability to multi-task in a fast-paced environment.
Strong knowledge of home repair services preferred.
Prior work experience within the service contract industry is a plus.
