Consumer Relations Specialist

American International Group; Jeffersonville (IN); On-site; USD 32,000 - 42,000; Full time

Job summary

American International Group in Jeffersonville, IN is hiring a Consumer Relations Agent to support warranty customers and corporate clients. The role involves handling inbound calls, processing claim paperwork, and coordinating with vendors to resolve issues.

The position requires strong communication and multitasking abilities, with a preference for CRM experience. The role may be days or evenings and is based in the Jeffersonville office.

Qualifications

• 1+ years of previous customer service experience.
• Experience with a Customer Relationship Management platform is a plus.
• Proficient with PCs, especially with MS Word, Outlook, and Excel programs.
• Effective written and verbal communication skills.
• Excellent interpersonal skills and the ability to work with a variety of personalities.
• Ability to consistently meet deadlines and to work independently or as part of a team.

Responsibilities

• Provide superior service/support to internal and external customers.
• Handle inbound customer service and escalation calls from customers and clients.
• Communicate effectively with all levels within AIG Warranty, clients and/or vendors.
• Organize and process claim paperwork as necessary.
• Serve as liaison between customers, clients and/or vendors.
• Process replacement claims and handle/respond to back-orders promptly.
• Review and approve or deny repairs, determine repair vs. replace solutions, and process payments to resolve escalations.
• Resolve client and customer claim issues and aim to close within three business days.

Skills

Customer service

Communication skills

Teamwork

Multitasking

Organizational skills

Tools

CRM platform

MS Word

MS Outlook

Excel

Job description

About the Consumer Relations Team

The Consumer Relations Team is responsible for supporting our clients and corporate team to respond to formal complaints within the prescribed expectations (goals) for our accounts. Individuals in this position will work in a rapidly growing inbound contact center where our customer service is World Class. No telemarketing or collections are involved. In this role you will help customers with their warranty support complaints and be part of a winning team. This is a full time position at the Jeffersonville, Indiana office. This role might be days or evenings, depending on shift availability.

About the Call Center Operations – Consumer Relations Agent Role

Our Consumer Relations Agents work directly with warranty customers, corporate clients, and our internal partners to find innovative service solutions. Consumer Relations Agents help uphold our contracts appropriately while also ensuring an acceptable claim resolution. They are a liaison between the client, customer, and service provider; they provide a World Class level of service for both internal and external customers. As a contributor at AIG, Consumer Relations Agents are who our clients rely on to find an expedited solution for warranty customers that have an issue with a past or present service event.

Key responsibilities:

• Responsible for providing a superior level of service/support to both internal and external customers.
• Handle inbound customer service and escalation calls from both customers and clients.
• Communicate effectively with all levels within AIG Warranty, clients and/or vendors.
• Organize and process claim paperwork as necessary.
• Serve as liaison between customers, clients and/or vendors.
• Responsible for processing replacement claims and handling/responding to back-orders in a timely and accurate manner.
• Use assigned claims authority to preform claims functions to review and approve or deny repairs, determine repair vs. replace solutions, and process payments as needed to resolve customer escalations.
• Resolve client and customer claim issues; attempt to finalize issues within three business days.

Qualifications:

• 1+ years of previous customer service experience.
• Experience with a Customer Relationship Management platform is a plus.
• Proficient with PC’s, especially with MS Word, Outlook, and Excel programs.
• Effective written and verbal communication skills.
• Excellent interpersonal skills and the ability to work with a variety of personalities.
• Ability to consistently meet deadlines.
• Ability to work both independently and as part of a team.
• Superb organizational skills.
• Ability to multi-task and handle several issues simultaneously.
• Ability to maintain a positive and professional attitude when dealing with escalated claims.
• Ability to negotiate with customers and vendors.
• Ability to coach and assist other team members in a professional manner.

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At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office.

This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

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American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

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Functional Area: OP - Operations AIG WarrantyGuard, Inc.

As a global risk leader with deep industry expertise and innovative solutions to smartly manage risk, AIG enables our clients’ growth in ways they never thought possible. We also do the same for our colleagues, because we know our people are our greatest strength – the source of every insight, every idea and every innovation. When we're working as one team to do what's right for our colleagues and our communities, we can achieve excellence together. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.

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