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Client Support Specialist

The Client Support Team provides direct contact with Assurant’s customers, high-profile client representatives, and service partners. This team is responsible for building positive relationships with customers as well as service partners while providing paths to efficient resolution. The Client Support Specialists at all levels will work with customers, providers, and other internal departments through phone calls, emails, and/or webforms. The CSS will take inbound calls and make outbound calls daily to handle escalated customers and service provider representatives in order to troubleshoot service delay and identify expedited service solutions. This includes immediate one call resolution for providers and following through on escalated customer cases until resolution. The CSS will work closely with multiple internal departments to find efficient and effective resolutions for customers and service partnerss.

This is a remote position

Responsibilities:

  • Support the claims process for repairs for home appliances, consumer electronics, plumbing, and HVAC and electrical systems
  • Works with repair technicians to validate/document repair information and adjust claims accordingly
  • Reviews repair estimates and determine whether it is more cost effective to repair or to replace
  • Approves repairs or replacements based on terms and conditions of extended warranty agreements
  • Enforces independent servicer agreements
  • Provides performance related feedback to Assurant's independent servicer network and communicate with internal teams to ensure that proper action is taken to correct performance
  • Assist with ad hoc projects
  • Cross Train/Job Shadowing with new hires and/or peers
  • Providing service provider behavior feedback to Regional Service Managers

Basic Qualifications:

  • High School Diploma required / College degree or technical training is preferred
  • Minimum of two (2) years of Customer Service experience or vendor management experience in the Service industries

Other Skills:

  • Strong PC skills; well versed and extremely proficient in navigating and searching the internet
  • Proficient in the use of Microsoft Word and Excel
  • Highly autonomous and self-motivated work ethic; demonstrating sound judgment, initiative, and an ability to manage multiple priorities with a sense of urgency
  • Strong leadership skills with the ability to build a trusting work environment
  • Proven analytical and organization skills
  • Ability to meet new challenges with an open mind and an optimistic response
  • Ability to protect confidential and proprietary information of the company
  • Demonstrate an ability to handle matters of a sensitive and confidential nature, and the capacity to maintain composure while working under pressure
  • Ability to handle a diverse set of issues and provide a high level of customer service in a calm and professional manner

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