Escalation Specialist Position Available In Palm Beach, Florida

Escalation Specialist American Residential Warranty – 3.4 Boca Raton, FL Job Details Full-time $40,000 – $50,000 a year 23 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Qualifications Microsoft Powerpoint Microsoft Word Microsoft Excel Microsoft Access Microsoft Outlook Customer service Mid-level 3 years Bachelor’s degree Case management Escalation handling Full Job Description ARW Home is looking for and Escalations Specialist to handle high priority customer escalations. This position will be responsible for the following: Address and respond to sensitive consumer calls with a high level of confidence and professionalism. Work with quality assurance on confidential HR and/or escalated situations (e.g. HR requests, executive escalations, business continuity responses). Serve as a Subject Matter Expert for claims and escalated cases offering real-time support to customers. Critically assess and adjust claims accounts and plans to consumer’s changing needs. Conduct individual case, deep dives and analysis for internal and external resources to provide feedback on themes and training opportunity. Collaborate with COO and other stakeholders on liability issues as they relate to complex cases and/or policy development with ARW claims, customer service or sales. Act as the Point of Contact for third party claims partners and senior leadership on escalated, time-sensitive matters. Identify and solve problems, sometimes with limited information. Identify process and/or performance deficiencies and implement improvement plan. Develop and maintain effective relationships with internal and external stakeholders. Build trust and confidence in the customer service, sales and billing teams through proactive stakeholder interactions. Ability to own and at times lead meetings with third party. Qualifications Bachelor’s degree or equivalent professional working experience. 3+ years of experience as a case manager using case management systems, reviewing cases for eligibility and establishing/executing a case management plan. Proficient in MS Word, Excel, Access, Outlook and PowerPoint.

Job Type:

Full-time Pay:

$40,000.00 – $50,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Shift:

8 hour shift Application Question(s): How many years of customer escalations experience do you have? Ability to

Commute:

Boca Raton, FL 33431 (Required)

Work Location:

In person