OneGuard is a brand of American Home Shield and is located in North Phoenix - 85027. The hours for this position is M-F, 8:30 a.m. to 5:30 p.m with Saturday rotations as business needs require.
Job Responsibilities 1. Communicates warranty contract verbiage confidently and accurately to service providers and customers. 2. Examines the warranty contract and works together with the service provider to determine if a service request and/or items being serviced are covered by the warranty contract. 3. Provides information to the customer regarding a determination of coverage for an item failure 4. Ensures that repair costs fall within pricing guidelines. 5. Educates the customer on the nature and cause of the component failure. 6. Communicates status updates to the customer in a timely manner. 7. Communicates contractor issues (including pricing, service, industry and trade trends, etc.) to the Contractor Development Team. 8. Educates service providers on OneGuard's vision and service expectations. 9. Creates an environment that is appealing and friendly to service providers and customers in order to maintain a smooth working environment. 10. Other duties as required.
Job Requirements 1. High school diploma or general education degree (GED) required. 2. 2 years of customer service experience required. 3. Ability to take ownership and show empathy to customers while seeing claims through to resolution. 4. Sense of urgency to drive claims resolution. 5. Collaborative team player with ability to work in a deadline-drive environment. 6. Highly organized with a strong attention to detail. 7. Outstanding written and verbal communication skills. 8. Excellent problem-solving and decision-making abilities. 9. Ability to work in a fast paced environment.
Physical Demands and Working Conditions
The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Incumbent must be prepared to:
Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
Sitting for long periods of time while using office equipment such as computers, phones and etc.
Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment. Incumbent is required to have:
Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm's reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading. Incumbent will be subject to:
Inside working conditions: The change of building environment such as with or without air conditioning and heating.
ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position. An Equal Opportunity/Affirmative Action Employer – of Minorities/Females/Veterans/ Individuals with Disability/Sexual Orientation/Gender Identity.
Disclaimer The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
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