Home Warranty Services Specialist

TELUS Digital; Ciudad de México; On-site; MXN 180,000 - 260,000; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

Inclusive work environment

Professional development programs

Job summary

TELUS Digital is seeking a Home Warranty Services Specialist (Advanced English) to provide expert-level customer support for home warranty services, including inquiries, claims, and service requests related to appliances and systems. The ideal candidate will have strong problem-solving abilities and a customer-first attitude.

The role requires advanced English communication to explain coverage, coordinate with claims and field teams, and ensure timely resolutions.

Qualifications

• High school diploma or equivalent.
• Previous experience in customer service or claims management preferred.
• Advanced fluency in English required.

Responsibilities

• Provide advanced-level support for customer inquiries related to warranty coverage, claims, and service procedures.
• Assist customers with understanding policies, coverage, exclusions, and repair/replacement options.
• Guide customers through the claims process and provide updates on status.
• Troubleshoot issues with home systems and appliances covered under warranty.
• Resolve escalated issues, ensuring prompt and satisfactory resolution for the customer.
• Maintain accurate records of customer interactions and resolutions in the CRM.
• Collaborate with claims, technical support, and field agents to ensure seamless service delivery.
• Stay informed about home warranty industry trends, policy changes, and updates to provide accurate information.
• Offer personalized solutions to enhance customer satisfaction.

Skills

Advanced English

Customer service

Problem solving

Communication skills

CRM software

Education

High school diploma

Tools

CRM systems

Ticketing software

Job description

Description

We are looking for a Home Warranty Services Specialist (Advanced English Level) to provide expert-level customer support for our home warranty services. This role requires advanced English communication skills to assist customers with their inquiries, warranty claims, and service requests related to home appliances and systems. The ideal candidate will have strong problem-solving abilities, a customer-first attitude, and a solid understanding of home warranty services and the claims process.

Key Responsibilities

• Provide advanced-level support for customer inquiries related to home warranty coverage, claims, and service procedures.
• Assist customers with understanding their warranty policies, including coverage limits, exclusions, and repair/replacement options.
• Guide customers through the claims process and provide timely updates on the status of claims and service requests.
• Troubleshoot customer concerns regarding home systems and appliances covered under warranty.
• Resolve escalated issues, ensuring prompt and satisfactory resolution for the customer.
• Maintain accurate records of customer interactions, claims, and resolutions in the company’s customer management system.
• Collaborate with internal teams (claims, technical support, and field agents) to ensure seamless service delivery.
• Stay informed about home warranty industry trends, policy changes, and updates to provide accurate information to customers.
• Offer personalized solutions to customers, enhancing their experience and satisfaction with the warranty service.

Requirements

• Education: High school diploma or equivalent
• Experience: Previous experience in customer service, home warranty services, or claims management is preferred.
• Languages: Advanced fluency in English is required. Ability to communicate clearly and effectively in both written and verbal formats.

Skills

• Strong problem-solving and conflict resolution skills.
• Excellent communication skills with an ability to explain technical information in a simple, clear manner.
• Proficiency in customer service software, CRM systems.
• Ability to multitask and manage time effectively in a fast-paced environment.

Other

• Availability to work flexible shifts, including evenings, weekends, and holidays.

Benefits

• Competitive salary and benefits package.
• Opportunities for career growth and advancement within the home warranty industry.
• A dynamic, inclusive work environment.
• Professional development programs and training to enhance your skills.

Company Note on AI Tools in Hiring

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.