$50K
Monday- Friday 8:00 am to 5:00 pmJoin our esteemed team at the forefront of the automotive protection sector. Renowned for our unwavering commitment to safeguarding and elevating the worth of vehicles, our company boasts a rich legacy spanning over forty years. Recognized as an esteemed pioneer, we continually push the boundaries of innovation and reliability. Embracing a spectrum of offerings, from cutting-edge protective coatings to all-encompassing warranty solutions, we cater to the varied demands of dealerships, discerning car owners, and enthusiasts alike. Our ethos centers on placing customer contentment as paramount, ensuring that excellence and unparalleled service define every aspect of our operations.
We are currently seeking a Claims Escalations Specialist. In this role, you will act as a pivotal connection between our company, field sales executives, and our esteemed clients, comprising dealerships and policyholders. This position is strategically crafted to tackle intricate, high-stakes issues that surpass the scope of traditional customer service avenues. Our Escalations Specialist bears the weight of preserving the company’s rapport with its clientele by adeptly navigating challenging scenarios, showcasing remarkable diplomacy, problem-solving acumen, and an in-depth understanding of our suite of products and services. Join us in this pivotal role where you’ll make a tangible impact, fostering enduring relationships and upholding our commitment to excellence.
Responsibilities:

• Embrace and embody the company's foundational principles of fostering trust, responsiveness, and positivity in every customer interaction, ensuring a consistently outstanding experience.
• Dedicate yourself to continuously expanding and maintaining a profound understanding of our products, competitors, systems, policies, and procedures, enabling you to provide precise information and effective solutions.
• Take charge of escalated issues across multiple platforms, including phone, email, team communication tools, and public review sites such as Google, BBB, and Yelp, demonstrating adeptness in managing diverse channels.
• Employ analytical skills to dissect complex problems and formulate effective solutions, adhering to the 1:3:1 methodology (one issue, three solution options, one recommendation) for negotiation and resolution.
• Exhibit empathy and patience in all interactions, collaborating closely with other departments to ensure comprehensive and holistic solutions are achieved.
• Accurately capture the progression of claims and interactions using Chatter, ensuring each case's narrative is complete and transparent.
• Prepare and present insightful reports on escalated cases and their resolutions, leveraging platforms like Salesforce and Microsoft to provide comprehensive insights.
• Contribute to the growth and development of team members within the escalation department through training and mentorship, fostering a culture of continuous improvement.
• Actively engage in providing feedback and suggestions to stakeholders to refine service protocols and elevate the overall customer experience, perpetually striving for improvement.

• Two years of experience demonstrating expertise and proficiency in managing escalations
• Capability to navigate high-pressure scenarios with finesse and composure.
• Exceptional proficiency in both verbal and written communication.
• Robust problem-solving capabilities coupled with effective negotiation skills and the ability to present solutions in an enticing, clear and concise manner.
• Proficiency in Customer Relationship Management systems such as Salesforce, Microsoft, or similar software.
• Proven experience in meticulous case documentation and reporting.
• A collaborative team player with a proven track record of contributing to collective success.

• Accelerate your professional growth with abundant opportunities for career advancement.
• Benefit from the support of a dedicated team committed to overall combined success.
• Enjoy a dynamic workplace environment with various incentives, contests, and engaging events to foster team morale.
• Maintain productivity with a provided snack allowance to sustain you throughout the workday.
• Access comprehensive healthcare coverage, including medical, dental, and vision insurance plans.
• Secure your financial future with enrollment in our 401k retirement savings program.
• Ensure peace of mind for yourself and your loved ones with included life insurance coverage.
• Immerse yourself in our welcoming company culture.
• Become an integral part of our close-knit team, where you are valued as a member of our corporate family.