Support Services Associate

Purpose:

The ideal candidate will possess the necessary skills, drive, and ability to perform authorization, customer service, and administrative duties to ensure an effective and efficient operational workflow. Performance of administrative duties, including but not limited to typing, telephone response, processing of incoming and outgoing digital communication, email, and postal mail, and maintaining statistical data. This Department supports various groups within the Authorizations/Service Network departments.

Summary of Responsibilities:

• Receive, review, record, and respond to incoming email, postal mail, and digital communications for service job inquiries and approvals, status updates, and/or follow-ups.
• Review of customer reimbursement invoices, complaints and other requests to determine how they should be handled or re-directed.
• Review of claim credit requests and supporting documentation for accuracy, validity, as well as verification of proof of payment.
• Communicate with the customer, client, and/or service provider informing them of job status and/or offering assistance through the process to ensure exceptional customer care.
• Provide back-up to the Authorizations inbound queues.
• This requires an understanding of the claim process and life of the service job, and working knowledge of TIMX SCM/CLAIMS, Service Bench, Zoho, Microsoft Excel, Word and Outlook.
• Other duties and project work as assigned

Qualifications:

• Strong oral and written communication skills with exceptional attention to mechanical detail (syntax, punctuation, grammar).
• Strong customer service and organizational skills
• Reading comprehension
• Critical thinking skills
• Time management skills
• Problem solving and negotiating skills
• Self-starter who is organized and detail oriented, with the ability to multi-task.
• Ability to perform in a fast-paced environment

Experience/Other Requirements 

• Strong PC (Windows) and software application knowledge
• Experience with Microsoft Office Suite (Outlook, Word, Excel)
• Data entry of 35+ WPM
• Minimum of six (6) months in Customer Service and/or related field (Home Warranty or Insurance CS background is a plus) preferably with strong mechanical aptitude or technical troubleshooting.

Education:

• High school or equivalent is required.