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Customer Service- Level 2 Agent- Remote

Company: American International Group
Location: Olathe
Posted on: June 6, 2021

Job Description:

Job Description

AIG Warranty delivers a full range of service solutions including warranty management administration, extended service programs, customer service support, service network management, claims processing services, and service contract underwriting.

With over 20 years of experience, we are one of the warranty and service industry's leading providers, which is why many of the world's largest and most respected brands choose us. When retailers or manufacturers want flexible and innovative service solutions that will ensure the focus of building customer retention and customer satisfaction, they turn to us.

Position Overview

The Customer Service Level 2 Agent is responsible for supporting all methods of customer contact for AIG Warranty's complex books of business. Customer Service Level 2 Agent's work in a rapidly growing inbound contact center where our customer service is World Class. No telemarketing or collections are involved. This role helps customers with their warranty support issues, and assists Customer Service Agents with escalated calls.

This is a full-time, remote position. A strong internet connection is required. This role might be days or evenings and requires working at least one weekend day (Saturday or Sunday) every week. The schedule is a set schedule; the shift hours and days are the same week after week for convenient and stable scheduling. This is a remote position which may be performed anywhere in the United States except for within the State of Colorado.

Essential Duties and Responsibilities:

* Answer incoming customer calls or emails. Assess the customer's needs, entitle the call using proprietary software, and provide satisfactory resolutions. * Respond positively to escalated customer issues, with a 2-day resolution service goal * Research complex customer questions thoroughly to provide accurate information and solutions. * Provide accurate information to the customer, anticipating future concerns and communicating next steps in the process effectively. * Overcome customer objections via deft communication and de-escalation skills, to solve problems, instill confidence and build client brand-loyalty. * Engage with other areas of the business as needed to meet customer needs. * Act on behalf of the customer's best interest within external and internal teams and operations to ensure the smoothest experience possible for the customer. * Identify process improvement opportunities to ensure smooth operations for internal processes as well as from customers' perspective. * Maintain, meet, or exceed scorecard rating (engagement, productivity and quality goals). * Provide on-the-job training for new employees. * Negotiate with customers and vendors. * Coach and assist other team members in a professional manner. * Handle inbound customer service and escalation calls from both customers and clients. * Organize and process claim paperwork as necessary. * Serve as liaison between customers, clients and/or vendors. * Responsible for processing replacement claims and handling/responding to back-orders in a timely and accurate manner.

Knowledge, Skills, and Abilities:

* High school diploma or GED required. * Experience in a Call Center is highly preferred; experience leading a team will be considered in lieu of call center experience. * Candidates with experience providing excellent customer service, moving quickly to keep many projects going at once, and the ability to keep organized records will be competitive for this role. * Proven interpersonal skills with emphasis on empathy and assurance. * Ability to assess situations and respond appropriately, strong problem-solving skills. * Professional attitude, enthusiastic, and reliable. * Ability to multi-task between multiple phone lines/client programs (assess customer's issue, research, enter notes, and maneuver multiple systems). * Effective written and verbal communication skills. * PC literate (familiar with Windows applications). * Available to work flexible schedule, including nights, weekends and holidays. * Maintain a positive attitude and support AIG's Commitment to Excellence. * Maintain On-time attendance and schedule adherence. * Communicates effectively with all levels within AIG Warranty, clients and/or vendors. * Prior claims, warranty, or insurance experience is a plus.

Additional Requirements

* A high-quality internet connection is required for this role, as it works fully remotely. Candidates will be asked to share proof of internet quality/speed prior to an offer of employment being made.

Benefits at AIG Warranty

This is a full time position, working 40 hours per week. This position offers a set schedule, so the same days and times are worked each week.

AIG Warranty offers a first-class benefits package to their employees.

A partial list of benefits includes:

* Automatic employer contribution into 401k account, with an additional employer match opportunity * Competitive Medical, Dental and Vision insurance plans that start on day one * Opportunity to earn a performance-based annual bonus * A robust amount of Paid Time off- with additional opportunities to take Paid Volunteer Time Off * Tuition reimbursement opportunity after one year of employment

If this position sounds like it could be the right fit for the next step in your career, please apply today.

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

At AIG, we believe that diversity and inclusion are critical to our future and our mission - creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

To learn more please visit: https://www.aig.com/about-us/diversity-equity-and-inclusion

Functional Area:

OP - Operations

Estimated Travel Percentage (%):

Relocation Provided:

Keywords: American International Group, Olathe , Customer Service- Level 2 Agent- Remote, Other , Olathe, Kansas

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