Summary –
The Escalation Specialist’s primary responsibilities will be Lowe’s ECR/Legal/Claims and repeat customer calls. Legal portion only applies to situations where a court date has not been issued, and court appearance isn’t needed. Duties include working with Repeat Customer Callers, listening to the customer to understand the reason for their call, addressing all questions or complaints, and providing an accurate and efficient response. This role involves processing documentation for insurance claims submitted by our customers, this documentation will be used by the insurance adjuster for determining the actual amount of coverage.
FLSA Status: Non-Exempt
Essential Duties and Responsibilities:
1. Answering or making calls to clients identified on the Repeat Customer Callers Report to learn about and address their needs, complaints, or other issues with products or services.
2. Resolve customer concerns for customers that are identified in the Repeat Customer Callers Report.
3. Utilizing software, databases, and tools appropriately.
4. Document authorizations or escalations.
5. Obtain and examine additional relevant documentation about customer complaints/repeat calls through communications with Workrooms.
6. Work with multiple departments to research customer complaints.
7. Partner with the customer on compliant resolution; complete an installation, make repairs, or issue compensation, according to Workroom processes.
8. Responsible for opening and following up on the claim status for EMC Insurance by working with the Accounts Receivable Supervisor to request a claim be opened according to Service Pros Installation Guidelines.
9. Perform other duties as assigned i.e. (inbound & outbounds calls as directed by the CC Supervisor or CC Manager to meet client needs, WR support during a staffing challenge, WR support if LTR falls below 80%, etc.)
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
1. Education and/or Experience - Associate degree in business administration or related field is preferred or 2 – 3 years of relevant experience in processing insurance claims and customer service processes. At least 2 years of direct experience with customer service escalation issues.
2. Attention to detail - Strong attention to detail, excellent research skills, ability to meet deadlines, and cope with multiple tasks or projects simultaneously.
3. Problem Solving - Strong problem-solving skills
4. Critical Thinking Skills – ability to think outside the box
5. Extensive ability to research and format timelines to draw a picture of the overall experience
6. Computer Skills - An intermediate level of expertise in the use of Microsoft Office Suite.
7. Interpersonal Skills - High level of interpersonal skills to manage sensitive situations and maintain confidential information.
8. Communication - Outstanding abilities to communicate in person, in writing and over the phone.
9. Teamwork - Ability to work independently and as part of a team.
10. Language skills – Ability to read and comprehend moderately to complex instructions, correspondence, and memos. Ability to write letters and prepare other documents as needed. Proofreads work.
11. Vision – Ability to view documents, multiple screens, and read handwritten documents.
COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies:
· Problem Solving – Identifies and resolves problems in a timely manner.
· Oral Communication – Speaks clearly and persuasively; Participates in and holds meaningful meetings.
· Written Communication – Writes clearly; Able to read, analyze, and interpret written and oral information.
· Quality – Demonstrates accuracy and thoroughness; Monitors own work to ensure quality.
· Attention to Detail – Ability to monitor and check work or information, while organizing time and resources efficiently; it includes the ability to bring together different elements in order to achieve results or accomplish tasks.
· Teamwork – Contributes to building positive team spirit.
· Diversity – Promotes a harassment-free environment where all individuals are treated with respect.
· Ethics – Treats people ethically and with integrity.
· Organizational Support – Supports the organization’s goals, values, and code of ethics.
· Judgment – Exhibits sound and accurate judgment; Includes appropriate people in decision-making process; Makes timely decisions with careful consideration of the company resources, strengths/areas of opportunities, and consideration of the impact on others.
· Planning/Organizing – Prioritizes work activities; Uses time efficiently.
· Professionalism – Focuses on solving conflict, not blaming; Treats others with respect and consideration; Accepts responsibility for own actions.
· Quantity – Meets performance standards; Completes work in timely manner.
· Safety and security – Observe safety and security procedures; Ensures safety procedures are being followed.
· Follow-up – Must be organized and able to follow-up on issues and statuses.
· Dependable – Is consistently at work and on time.
---
Employment At-Will
Employment is voluntarily entered into, and employees are free to resign at will at any time, with or without cause. Similarly, the company may terminate the employment relationship at will at any time, with or without notice or cause, so long as there is no violation of applicable federal or state law.
---
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, reach with hands and arms; and talk and hear. The employee is frequently required to use hands to finger, handle, or feel. The employee must be able to lift and carry 25 lbs. (i.e., laptop or monitor) in order to move it as needed. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet. The work environment generally consists of indoor heated and cooled office space. This position may also work remotely from home.
---
NATURE OF JOB DESCRIPTION
The statements made in this job description are not intended to create a contract. The job description should not be construed to constitute contractual obligations of any kind or a contract of employment.