What are the responsibilities and job description for the Resolution specialist position at Choice Home Warranty?
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Case Manager Specialist Position at Choice Home Warranty
Job description
The Case Manager Specialist handles escalated service issues until resolution is achieved. Evaluates situation, determines appropriate response, and appropriate solution to the service issue while ensuring that solution adheres to departmental guidelines, policies, and procedures. Uses computerized system for tracking, maintaining customer data, and information gathering.
Summary of Responsibilities
- Responds to direct dialed or transferred inbound phone calls regarding escalated service issues until resolution is achieved.
- Gathers facts, identifies problems and determines appropriate solutions.
- Provides timely follow-up to all parties including appropriate system documentation.
- Report and implement solutions related to customer service issues; including buyer remorse issues
- Approves warranty repairs and / or replacements as needed to resolve escalated service calls.
- Meet or exceed budgeted retention goals for all product lines.
Education / Experience / Other Requirements
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Company Profile :
Choice Home Warranty is an equal opportunity employer.
Full Time : 40 hours Hourly pay rate : Based on experience
