2-10 Home Buyers Warranty Customer Experience Advocate I in Aurora, Colorado
Customer Experience Advocate ITargeted compensation: $17.50/hrSalary commensurate with experience and skill setWho we are:
2-10 Home Buyers Warranty is a leading home warranty provider in the U.S.; serving the protection needs of new home builders and owners of new and existing homes. Our mission is to improve the quality of housing and the experience of homeownership. Founded in 1980 and with a corporate office based in Denver, Colorado, we are an industry leader protecting one out of every seven new homes in the U.S. and continuing to grow our brand and expertise in the market.
What is the role and where can you add value?
2-10 Home Buyers Warranty is seeking a highly motivated, customer centric and dependable individual to join our Customer Experience Team. The ideal candidate will be organized with a strong work ethic and enjoys working in a team environment. As a Customer Experience Advocate you will apply your energy and problem solving skills to provide an extraordinary customer experience. In addition to supporting the Customer Experience team, you will support Sales Teams, Real Estate Agents, Brokers, Homeowners and Service Contractors to resolve service issues. You will have the opportunity to take on a variety of responsibilities and the ability to grow within the organization.
Core Job Responsibilities:
Utilize SharePoint as a task tracking system, update meta data accurately and ensure that Service Level Agreements and deadlines are met by coordinating and following up with all necessary parties
Answer daily inquiries via phone and email by clarifying desired information; researching, locating, and providing information to account executives in a timely.
Provide exceptional customer service to internal and external customers
Demonstrate professionalism, empathy, situational clarity and sensitivity to each customer’s needs.
Obtain extensive knowledge of the terms and conditions of the 2-10 warranties to accurately advise and educate homeowners and others of warranty coverages and coverage determinations.
Learn 2-10 systems, processes and procedures to effectively assist with escalated situations during high volume times.
Research, review and resolve escalated situations while reviewing warranty coverage(s).
Communicate positively and professionally with the internal/external staff and leadership at all times, address and resolve employee frustrations regarding high volumes and task distribution concerns.
Handle claims on a case by case basis considering customer longevity and relations and revenue
Inform involved parties about coverage determinations effectively and with empathy when necessary
Make financial claims decisions based on department and company policies and procedures
Manage competing priorities balancing multiple customer requests while meeting department goals
Research complex issues across multiple channels and partners with others to resolve escalated issues
Escalates Service Contractor, department, or individual trends to department Manager appropriately
What skills and experience should you bring to this role?
Associates degree or equivalent business experience with proven college-level writing skills and exceptional verbal communication skills.
2+ years of office work experience and enjoys working with clients and collaborating with team members.
Must have proficient computer skills working in Word, Excel, and Outlook and the ability to quickly learn new programs and systems.
Strong ability to multi-task and apply problem solving skills to complex situations
Exceptional time management skills and the ability to execute under pressure.
Methodical in approach and attention to detail.
Dependability to ensure appropriate coverage of duties. Ability to work from home during normal business hours with limited disruption. Exceptional attendance required.
Passion for providing an exceptional customer experience via phone and via e-mail.
Ability to acquire knowledge of 2-10 HBW service agreements, policies and procedures needed.
Possess critical thinking skills to analyze and negotiate a resolution with experience in resolving highly escalated situations.
Excellent written and verbal communication skills with attention to detail, grammar, tone, and emotion
Utilize internal systems to document all customer interactions in a clear, concise and informative matter.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Ability to read and understand technical information and accurately apply the terms and conditions to resolve warranty coverage disputes.
Here is what you can expect when you join our team:
A team first environment focused on our core Values of: “Do the Right Thing, Grow Profitably, Pursue Excellence and Value People”
A comprehensive benefits package designed to increase your health, your financial well-being and your future which includes: medical, dental, vision and life insurance, a health savings and flexible spending accounts, disability insurance, an employee assistance program, 401k match plan and generous paid time off plans
Long Live Happy Homes!
2-10 Home Buyers Warranty is an Equal Opportunity Employer
All POSITIONS REQUIRE A PRE-EMPLOYMENT CRIMINAL BACKGROUND CHECK