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Client Support Specialist

Location : Charlotte, NC
Job Type : Temp/Contract
Reference Code : HVC
Hours : Full Time
Required Years of Experience : 3
Travel : No
Relocation : No
Industry : Consumer Products

Job Description :
This position is responsible for taking in-bound phone calls from the Independent Service network in regards to questions they have about their warranty and extended service contract claims. In this role, the candidate will make decisions based on policy procedures and data; to either pay, adjust or reject a claim. This position is also responsible for identifying suspected fraud and financial irregularities in claims processing. This position requires a results-driven, fast paced individual who will drive effortless customer service by supporting the Market Managers, national service accounts and parts distributors. The individual will also be responsible for managing key email queues. 

1. Investigate trends, surface issues, identify problems and collaboratively work with specific individuals to resolve issues
2. Identify, research, and resolve service provider billing issues utilizing ServicePower and SAP
3. Review the payment of claims for accuracy
4. Document results of service calls into ServicePower
5. Identify trends and make recommendations for process improvements
6. Ensure that risks are appropriately identified and managed
7. Promote teamwork and positive interaction, both internal and external of the office
8. Provide effortless customer service to Market Managers, key servicers and parts distributors
9. Recommend system enhancements and logic changes
10. Maintain multiple email queues 
Required Qualifications :

• Bachelor’s degree preferred 
• 1 year experience with claim adjustments preferred 
• 3 years customer service experience 
• Call center experience 



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