Handles escalated unresolved service issues until resolution is achieved. Represents American Home Shield to customers and business partners (e.g., contractors, etc.) as the primary point of contact for a specific customer until their issues are resolved. Evaluates situation, determines appropriate response, and appropriate solution to the service issue while ensuring that solution adheres to departmental guidelines, policies, and procedures. Uses computerized system for tracking, maintaining customer data, and information gathering.
Monday - Friday 11:00 am - 8:00 pm
Responds to direct dialed or transferred inbound phone calls regarding escalated service issues until resolution is achieved.
Gathers facts, identifies problems and determines appropriate solutions.
Provides timely follow-up to all parties including appropriate system documentation.
Captures customer and performance data as needed for reporting purposes.
Drafts written communication for both internal and external updates on claims being researched.
Approves warranty repairs and/or replacements as needed to resolve escalated service calls.
Completes computer generated data for reimbursements, concessions and written communication for all customers.
Education and Experience Requirements
High school diploma or general education degree (GED) required
2 - 4 years of customer service experience, or an equivalent combination of education and experience required
Experience resolving escalated customer service issues strongly preferred.
Knowledge, Skills, and Abilities
Excellent verbal and written communication skills
Knowledge of contract coverage, including systems and appliances
Knowledge of AHS policies and procedures
Customer service and conflict resolution
Computer skills (Microsoft Word, Excel, Outlook) Attention to detail
Adapt to a fast-paced environment
Highly developed interpersonal skills
Good organizational and time management skills
Strong problem solving and decision making skills
Effective negotiation skills
Conflict resolution skills
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.
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/Disability
At Terminix®, our people bring tremendous pride and integrity to everything we do. In turn, we provide a working environment where these skilled professionals can achieve true satisfaction in their own lives.
We are proud to offer our exceptional associates competitive compensation, comprehensive benefits and outstanding opportunities for professional development. If you're committed to providi...ng the highest level of customer service, we have an ideal opportunity for you. In this position, you will apply company product to customers’ structures according to schedule and as needed based on service requests.
At Terminix, people come for a job and stay for a career. As a Terminix associate, you’ll enjoy excellent compensation and benefits as well as the opportunity for the professional growth and respect that comes from working for an industry leader. Qualified candidates must have a high school diploma or general education degree (GED). We perform criminal background checks, motor vehicle record checks and drug screening.