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ASA Service Advisor I

4 months ago

Lake Mary, United States Transformco Full time
Job Description

Job Summary:

The Authorize Service Advisor 1 is part of a blended team that owns the member experience once service is created, to full resolution and completion. This position is responsible for ongoing communication between the member, Authorize Service Advisor 2 associate and Authorized Contractors.

Scope of Responsibility:

Authorize Service Advisor 1 is responsible for providing a WOW member experience through reduced state of service and continued monitoring of member satisfaction for improvement within a single BU.

Responsibilities/Skills/Experience Requirements

Job Duties/Responsibilities:
  • Proactively partners with Team Lead and/or Authorized Service Advisor 2 mentor to resolves process and compliance issues to ensure expedient service fulfillment
  • Interacts with members and provides information/updates pertaining to authorized servicer processes
  • Provides direction and assistance to authorized service providers based on member requests/needs and process compliance
  • Engages authorized servicers and Contractor Services Managers for alternate service solutions
  • Collects and provides service order level detail to supervisor for metric tracking (Cycle Time, CSAT feedback, contractor claims expense, no coverage issues)
  • Provides feedback to contractor service management on process improvement for a better member experience and reduced cycle time.
  • Demonstrates exemplary member service to ensure WOW member experience
  • Identifies and communicates conflicts in relation to calls capacity and coverage area assigned to the Contractor Services Management Team. Advising of rejected work by Authorized Service Provider
  • Performs other duties as assigned

Job Requirements:
  • Ability to learn and adhere to business specific and company policies and procedures
  • Ability to effectively learn and navigate systems and tools utilized by the business
  • Ability to adapt well to change and effectively explain adverse situations and gain an understanding from the member toward a resolution
  • Some computer literacy skills with the ability to effectively understand and use reports in Microsoft Excel
  • Ability to provide candid feedback to all levels of employees while conveying a positive image of the Company in all actions and behaviors
  • Strong interpersonal skills, with the ability to work with diverse workgroups, tailoring communication for audience and situation
  • Demonstrates a commitment to safe work practices and coaches others in all aspects of the position including the work/member environment, use of personal protective equipment
  • Ability to communicate in spoken and written English well enough to be understood by supervisors, co-workers and members
  • Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
  • Ability to meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary
  • Ability to demonstrate self-control by communicating and interacting in a member focus, professional, business-like manner even in difficult situations

Preferred Skills:
  • Proficient in computers including Microsoft Excel
  • Previous member service experience
  • Bilingual (Spanish)

Education Experience : HS Graduate or Equivalent
Years of Related Experience : 1-2 Years
License/Certificate Required : No
Driver's License Required : No
Travel Requirements : None
Age Requirement : 18+