Customer Services Representative

Job description

The Claims Management team is responsible for managing all aspects of claim processing and case management, while maintaining positive internal and external relationships with our dealers and customers. This role will also be responsible for performing analytics, defining, and finding patterns within claim processing and providing input for process improvements.

Responsibilities:
• Analyze cases and claims for our Warranty and Service Contract business. Analyst to uphold policy guidelines and create process improvements for Warranty Policy and Procedure Manual, as well as our Guaranteed Maintenance and Centralized Billing Programs.
• Provide input to implement process and system updates and enhancements to drive automation and deliver a world class customer experience to our dealers and customers.
• Support team efforts and remain flexible to meet shifting team priorities.
• Data mine, research and analyze dealer warranty performance, driving and supporting field efforts to reduce warranty spend through dealer training and development.
• Execute scheduled and ad hoc reports for various business partners, dealers, and customers.
• Responsibility for administrative tasks that include but are not limited to: Contract Setups, Unit Modifications, Reinstatements, Parts Pricing, Standard Work Creation/Edits, etc.
• Provide superior Customer Service support via telephone calls, emails, claims, and any other aspect related to the Warranty and Service Contracts business.

Qualifications:
Min. Yrs. Experience: 3-5
Education Type: Bachelors

Key Competencies:
• Background in providing superior customer service while always demonstrating a positive demeanor with dealers/customers and teammates.
• Excellent written and verbal communication skills.
• Detailed knowledge working in Microsoft Word, Excel and Outlook.
• Working knowledge of systems/databases – Preferred: Claim Processing/Analytics Experience.
• Demonstrated self-learning abilities.

With almost four decades of experience as a proven industry leader, Acro continues to be consistently recognized among the Best & Brightest Companies to Work for in the United States. As an international professional services firm with deep expertise in consulting and staff augmentation offering a variety of solutions including MSP, VMS, RPO, HRO (and more), Acro operates across North America, Europe, and Asia from over 30 locations. Acro’s client portfolio includes some of the most well-known names in business and provides services across all verticals including technology, aerospace, energy, automotive, government, and manufacturing. To learn more, please visit www.acrocorp.com.