Product Safety and Liability Specialist

Staffmark Workforce Solutions offers this exciting contract opportunity at a global leader in electronics, mobile devices, and appliances, located in Plano, TX.

Product Safety and Liability Specialist

Top Skills:

1. Customer Care Experience (Call Center)
2. Claims Management Experience
3. An Insurance Claims or Adjuster background is beneficial
   

Summary:

The main function of a Product Liability Specialist is to interact with customers to provide a resolution to their potential liability claim. The specialist is responsible for determining the client's issue, providing follow-up as needed, and offering a possible solution. A PL Specialist is required to make outbound calls as well as engage by email and SMS. PL Specialist will contribute to the team's growing need for business intelligence, insights/dashboard management, strategic development, customer experience, and related best practices

Responsibilities:

• Maximize customer satisfaction by providing prompt actions to customers' needs and obtain quality photos/data to determine the root cause of the claim to defend or accommodate the customer's claim.
• Provide efficient solutions to customer-facing agents by developing and operating guides and content.
• Use various tools/dashboards/systems to quantify the agent's performance of customer care and develop appropriate actions to improve performance and quality.
• Maximize customer satisfaction by providing prompt actions to customers' needs and obtain quality photos/data to determine the root cause of the claim to defend or accommodate the customer's claim.
• Provide efficient solutions to customer-facing agents by developing and operating guides and content.
• Use various tools/dashboards/systems to quantify the agent's performance of customer care and develop appropriate actions to improve performance and quality- Case management for MX/CE claims.
• Work to de-escalate customer situations while finding an appropriate solution; involve upper management as needed.
• CE Tender management.
• Pending Management (KPI, LTP).
• Case Tracker Management for a special issue.
• CPSC claim management (Customer care/tracker) (CE).
• Monitoring FCCM report quality (ACQ/OS Reports).
• Special Projects.
• Customer Care Resolution.
• EnR Submission/Management
  

Requirements:

• Spanish-speaking agent recommended, but not a requirement.
• Customer Service Experience 3+ years (claims handling experience a plus).
• Bachelor's Degree preferred.
• High school diploma or GED.
• Ability to maintain KPIs/workloads and produce quick turnarounds and resolutions for each claim tasked.
• Efficient in Word/Excel/Outlook/PPT.
• Excellent verbal/written communication skills - will communicate daily with customers via phone, email, text, etc.
• Well-rounded personality to work closely with the team and the Product Liability department.
  

Staffmark talent working with this client receive competitive compensation and a great benefits package, including medical, dental, vision, 401K, and Paid Time Off, plus more

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