Client Support Specialist

Assurant, Inc.; Northern (KY); Hybrid; USD 26,000 - 43,000; Full time

Job summary

Assurant, Inc. is seeking a Client Support Specialist to provide direct contact to customers, high-profile client representatives, and service partners to reduce and resolve service delays.

You will build positive relationships and guide stakeholders toward efficient resolutions. You will handle escalations via phone, email, or webforms, support home appliances and other systems repairs processes, coordinate with vendors, and document cases across multiple tracking channels to ensure timely

Qualifications

• 3+ years in Direct Customer Service with escalation experience.
• Experience with B2B or vendor customer service preferred.
• Proven ability to compose responses to external contacts.

Responsibilities

• Manage customer escalations and inquiries via phone, email, or webforms.
• Support claims process for repairs and service events.
• Make repair or settlement decisions within approved limits.
• Coordinate with approved vendors to procure parts for repairs.
• Log and track issues in multiple tracking systems for reporting and accountability.

Skills

Direct Customer Service

Escalation Management

Vendor Coordination

Education

Associate degree in Business or equivalent

Job description

The Client Support Specialist will provide direct contact to Assurant’s customers, high-profile client representatives, and service partners to reduce and resolve service delays. This role is responsible for building positive relationships with customers, service partners, and internal departments while providing paths to an efficient resolution.

Responsibilities

• Responsible for customer escalations and/or servicer inquiries through phone calls, emails, or webforms and complete incident management by investigating, troubleshooting, and resolving concerns through interactions with customers and service providers
• Support the claims process for repairs of home appliances, consumer electronics, plumbing, HVAC, & electrical systems
• Make repair and/or settlement decisions using appropriate steps to qualify and quantify the resolution from a cost saving and customer experience perspective within approved limits
• Utilize approved vendors to procure parts for service providers or customers to complete repairs
• Complete audits and validate incoming provider claims, settlements, service denials, and reimbursements to ensure accuracy and cost effectiveness before processing and providing payments while updating multiple channels with decision information
• Enforce independent servicer agreements and adhere to multi-client contract terms and conditions when making decisions
• Manage multiple issues/cases at one time simultaneously based on workload
• Analyze and act on the best possible outcome based on potential risk for an amicable resolution
• Required to log and track issues in multiple tracking systems for the purpose of generating reports and employee accountability
• Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner with ongoing status and/or solution
• Responsible for drafting written correspondence to customers and service providers or in response to customer questions or escalations
• May identify opportunities for a process improvement for the betterment of the overall customer experience and/or Assurant Operations from a cost saving perspective

Requirements

• 3 + years in Direct Customer Service to include escalation experience
• 2+ years in Business to Business or Vendor Customer Service
• 2 + years in experience in composing responses to external contacts

Desirable skills

• Associate degree in Business or equivalent
• 3+ years in Vendor Management
• 3+ years experience within Connected Living

Pay Range

Pay Range: $19.08 - $30.53

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

Culture

Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Though we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview

Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

AI and Biometric Usage

Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video. Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.

Equal Opportunity Statement

Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.