Client Support Specialist, Home Warranty (Evening / Weekend)

The Client Support Specialist, Home Warranty will provide direct contact with Assurant’s customers, high-profile client representatives, and service partners to reduce and resolve delays in service. All levels are responsible for building positive relationships with customers, service partners, and internal departments while providing paths to an efficient resolution.** Please note that the schedule for this role is Tuesday-Friday (11am-8pm EST) and Saturday (8am-4pm EST) ***Job ResponsibilitiesResponsible for servicer inquiries through phone calls, emails, or webforms and complete incident management by investigating, troubleshooting, and resolving concerns through interactions with customers and service providersSupport the claims process for repairs of home appliances, consumer electronics, plumbing, HVAC, & electrical systemsMake repair and/or settlement decisions using appropriate steps to qualify and quantify the resolution from a cost saving and customer experience perspective within approved limitsUtilize approved vendors to procure parts for service providers or customers to complete repairsComplete audits and validate incoming provider claims, settlements, service denials, and reimbursements to ensure accuracy and cost effectiveness before processing and providing payments while updating multiple channels with decision informationEnforce independent servicer agreements and adhere to multi-client contract terms and conditions when making decisionsManage multiple issues/cases at one time simultaneously based on workloadAnalyze and act on the best possible outcome based on potential risk for an amicable resolutionRequired to log and track issues in multiple tracking systems for the purpose of generating reports and employee accountabilityCommunicate with internal and external stakeholders in an effective, tactical, and empathetic manner with ongoing status and/or solutionResponsible for drafting written correspondence to customers and service providers or in response to provider questions or escalationsMay identify opportunities for a process improvement for the betterment of the overall customer experience and/or Assurant Operations from a cost saving perspectiveBasic QualificationHigh School Diploma or GED3 + years in Direct Customer Service to include escalation experience2+ years in Business to Business or Vendor Customer Service2 + years of experience in composing responses to external contactsExcellent Customer Service skillsExcellent verbal and written communication skillsStrong ability to multitaskStrong analytical and organizational skillsBasic problem-solving skillsExperience with Microsoft based programs and computer productsPreferred SkillsExperience with conflict resolutionPrior retail or home warranty experienceExperience in one or more of the Service Industries, to include: major appliances, consumer electronics, HVAC, lawn & garden, plumbing, electrical, fitness or large toolsStrong problem-solving skills, with an attention to detailAssociate degree in Business or Equivalent 3+ year in Vendor ManagementStrong understanding of client contracts, operations, company products & services#AssurantProudCRPay Range:$20.96 - $34.59Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.Helping People Thrive in a Connected World Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.What’s the culture like at Assurant? Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 15 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.Company Overview Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.Equal Opportunity Statement Assurant is an Equal Employment Oppo