What are the responsibilities and job description for the Bilingual Customer Service Representative position at Total Warranty Services?
A claim’s department Customer Service Representative is responsible for adjudicating tire claims, pre-paid maintenance claims, reimbursements, and provides information to policy holders and dealerships such as explaining contract coverage, claim decisions, payment status, claim processes, and other general inquiries. All while upholding and providing excellent customer service. To perform this job successfully, an individual must be a proactive team player with a focus on excellent customer service and customer satisfaction, good communication skills, attention to detail, and the ability to work well under pressure. The position requires the customer service representative to be adept at utilizing a computer database, handling several ongoing cases simultaneously and seeing a claim filed to completion while offering efficient solutions to the variety of cases that are presented.
Essential Duties and Responsibilities
- Adjudicating various pre-paid maintenance, road hazard tire and wheel, etc. claims.
- Answering customer questions and concerns all while providing excellent customer service.
- Verifying eligibility, and parts/labor using contracts’ and company’s standard quality &
- Reviewing pictures and videos to aid in determining authorization decision for the claims.
- Maintaining accurate records of customer/caller interaction and discussion over the phone.
- Updating customer information.
- Working with other departments to resolve issues.
- Meeting or exceeding performance metrics and goals.
- Reporting any technical difficulties to appropriate channels (Team Lead/Supervisor, and IT).
- Try de-escalating callers, if necessary, unless escalation to Team Lead or Supervisor is requested.
- Staying up to date on the contracts’ and the company’s policies and procedures and participating in necessary training and development opportunities to improve skills and knowledge.
- Consistent follow through and ability and flexibility to multi-task and effectively balance priorities and meet tight deadlines and working with other departments to resolve issues.
