Customer Service Rep

Our Boca Raton Florida client, a offers Vehicle Service Agreements and Mechanical Breakdown Insurance to Credit Unions. They are looking for a Member Services Rep to join their team.

Salary: $37,000, Medical/Dental Benefits, Vacation

This role supports members through the claims process to assure they receive the fullest benefits from their vehicle service agreement.

Core Responsibilities:
• Answering incoming calls from members and credit unions
• Assisting members, credit unions and account executives in resolving claim issues or any other concerns that they may have
• Assisting members in finding auto repair facilities that will work with the IWS warranty
• Assisting the members, credit unions and account executives in finding fast resolutions on their concern or claim
• Explain and educate the member on the vehicle service agreement that they have purchased
• Assist in finding and setting up rental for the member
• Escalating claims as needed and provide advice to the Member Service Assistant Manager or Contact Centre Director while continuing to follow up on the member’s concern
• Setting major tasks when members have a major automobile repairs and following up daily to avoid any disruption for the member
• Work with other departments in an effort to provide exceptional sales and service support
• Ability to manage taking and making up to 50 calls per day
• Insure that our members and credit unions receive the highest quality of customer service
• Work with the member service management to build a better customer service relationship
• Backup and support the sales department when needed

Experience, Knowledge and Skills:
• Previous automotive warranty customer service background preferred
• Have a caring attitude in explaining the reason to the member when their claim has been denied
• Knowledge of automobile repairs preferred
• Experience in call center customer service setting
• Strong verbal and written communication skills
• Strong work ethic and detail oriented with excellent organizational and multitasking skills
• Ability and knowledge of general computer skills using Microsoft Windows products such as, Outlook, Word, Excel
• Typing skills, minimum of 25 WPM
• Critical thinking, problem solving, judgment and decision making

Education and Qualifications:
• High School Diploma
• Ability to attend seminars and workshops as needed to build stronger customer relations