What are the responsibilities and job description for the Member Service Representative position at Primary Services?
Turn your customer service experience into a career where problem-solving, attention to detail, and sound judgment make a real difference. Join an established national home services organization helping homeowners navigate unexpected repairs and appliance breakdowns. Gain specialized experience in warranty claims, coverage decisions, and customer account resolution while enjoying a hybrid schedule with Fridays working remotely! This opportunity in Lehi, Utah is ideal for professionals looking to grow beyond traditional customer service into a more analytical, decision-making role.
Take the next step in your career as a Member Service Representative, where you'll move beyond traditional customer service to evaluate warranty claims, interpret coverage terms, and make key decisions that help homeowners address unexpected repair needs. This position combines investigative thinking, customer communication, and claims authorization, offering hands-on training in evaluating service requests, determining coverage eligibility, and resolving complex customer situations. As part of a large, established organization, you'll develop specialized skills in warranty administration and claims resolution while gaining valuable experience in a fast-paced service environment.
Responsibilities
- Review home warranty claims involving appliances, home systems, and maintenance-related service requests.
- Evaluate claim details, product conditions, service history, and contract terms to determine coverage eligibility.
- Approve or deny warranty claims based on established guidelines and contractual requirements.
- Communicate claim decisions, coverage limitations, and available resolution options to homeowners.
- Process claim authorizations, cash settlement offers, and contractor service requests.
- Document claim findings, customer conversations, and authorization decisions accurately.
- Investigate discrepancies and gather additional information needed to complete claim reviews.
- Coordinate with contractors and internal departments to resolve service issues and finalize claims.
- Manage high volumes of customer interactions and authorization requests while meeting processing deadlines.
- Follow up on pending claims to ensure timely resolution and accurate documentation.
- Handle escalated customer concerns and explain complex coverage decisions professionally.
- Identify additional warranty coverage options that may benefit customers.
Qualifications
- High school diploma or GED required.
- 2 years of experience in customer service, claims processing, contact center operations, or related fields preferred.
- Experience in insurance, banking, fraud prevention, warranty services, home services, or customer account resolution preferred.
- Experience reviewing documentation, evaluating eligibility, or making decisions based on established policies and procedures.
- Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint.
- Experience documenting customer interactions, claim details, or account decisions within business systems.
- Familiarity with home appliances, residential maintenance, repair services, or home warranty products preferred.
- Experience handling customer complaints, explaining policy decisions, or resolving disputed transactions.
- Experience working with performance metrics, quality standards, or time-sensitive processing requirements.
- Familiarity with customer retention, service plan recommendations, or upselling preferred.