Warranty Operations & Claims Liaison

Service Net Warranty, LLC; Jeffersonville (IN); Sur place; USD 42 000 - 56 000; Plein temps

Avantages offerts par ce poste

Total Rewards Program

In-person collaboration

Career development

Résumé du poste

American International Group, Inc. (AIG) in Jeffersonville, IN is seeking an Operational Support Specialist to collaborate with warranty customers, Apple, and internal partners.

The role focuses on ensuring contract integrity while delivering timely claim resolutions and customer service excellence. The position requires 1+ year in a customer service role, proficiency with MS Word/Outlook/Excel, and strong communication.

Qualifications

• 1+ year of work experience in a customer service support capacity; preferably in a service center environment.
• Required high school diploma or equivalent.
• Proficient with PC’s, especially with MS Word, Outlook, and Excel programs.
• Effective written and verbal communication.
• 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.
• Previous customer service and/or phone experience.
• 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.

Responsabilités

• Develop reporting on customer survey data and present results to internal stakeholders and clients.
• Work with Open Claims Management and Complaints teams to identify more streamlined reporting for their results that can be more easily reported to business stakeholders.
• Take customer survey data along, with analytics from OCM and complaints, and implement IVR technology that will improve the customer experience.
• Expand customer service surveys to as many programs and touch points as possible.
• Support and lead special projects focused on improving the customer claim experience.
• Create documentation that can be utilized to automate processes.
• 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.
• Resolve client and customer claim issues; attempt to finalize issues within two days.

Connaissances

Customer service

MS Word

Outlook

Excel

Communication

Interpersonal skills

Deadlines

Teamwork

Phone experience

Multitasking

Coaching

Formation

High school diploma

Outils

MS Word

Outlook

Excel

Description du poste

American International Group, Inc. (AIG) in Jeffersonville, IN is seeking an Operational Support Specialist to collaborate with warranty customers, Apple, and internal partners.

The role focuses on ensuring contract integrity while delivering timely claim resolutions and customer service excellence. The position requires 1+ year in a customer service role, proficiency with MS Word/Outlook/Excel, and strong communication.