Claims Assessment Representative

POSITION SUMMARY:

The Customer Care Assessment Representative will be responsible for assessing claims and answering the Customer Care Residential line when needed; providing effective resolution of customer inquiries and complaints received in writing, by phone, or via email. Possess comprehensive knowledge of company products. Will be responsible for assessing claims. Interacts with interdepartmental personnel in solving day-to-day problems and collect and investigate information which aids in decision making. Is competent in consumer communications software, customer database operations, and corporate web site(s).

JOB RESPONSIBILITIES INCLUDE:

• Responds to call center contacts and resolves consumers inquires and complaints

• Research information needed to determine if the claim is warranted or not

• Composes accurate, prompt, and effective replies to customer correspondence

• Exercising decision-making ability to resolve customers complaints in accordance with Mannington’s warranties and policies

• Maintain Claim files in Salesforce.com (SFDC).

• Ensure accurate dairy and claim activities in Salefore.com and SAP (SFDC, SAP, etc.).

• Prepare Return to Mill, Credit and billing documents for Claim processing.

• Research and resolve customer requests for Activities relate to Claims issues.

• Make recommendations to process improvements and implementing those recommendations.

• Receive and answer customer questions and complaints while assuring customers receive efficient and courteous service by mail, email, or telephone.

• Cross train and perform back-up duties for Inbound Call Center Reps.

• Assist Customer Care Manager with other projects / tasks as needed.

JOB REQUIREMENTS:

• Bachelor’s Degree (concentration in marketing or communications preferred); or two years or more related experience and/or training; or equivalent combination of education and experience.

• 2-5 years’ experience in Customer Service or Call Center Operations

• Excellent communication skills and attention to detail

• Ability to download data to provide shipping information.

• Organizational and time management skills required to balance the demands of multiple Claims and to meet Departmental Goals.

• Strong problem-solving skills and ability to use sound judgement

• Mandatory proficiency in Microsoft Office; SAP and/or Salesforce.com experience a plus.

• Ability to occasionally lift to 50lbs