• Job Description

  Req#: ESCAL003420
  Case Management Specialist
  
  Advantages of Joining Our Company:
  - Opportunity to handle escalated issues and claim disputes, showcasing your problem-solving skills
  - Utilize outstanding customer service skills to bring disputes to resolution
  - Consistently follow company policies and procedures to ensure a positive customer experience
  - Heavy focus on customer/client callbacks and follow-ups to ensure claim resolution
  
  Summary of Responsibilities:
  - Perform all duties outlined in CSA I & II job descriptions, with a focus on case management and customer service excellence
  - Educate warranty holders/clients on coverage, policies, and procedures to create a positive customer service experience
  - Take ownership of escalated claims and handle them in a positive manner
  - Provide timely resolution to disputes received via telephone, fax, letters, and email
  - Collaborate with the Customer Resolution Department to address claim disputes, suits, or BBB complaints
  - Provide telephone coverage to Customer Service and Authorizations departments, as needed
  - Perform other customer service and case management duties as necessary
  
  Education/Experience/Other Requirements:
  - High School diploma or equivalent
  - Minimum two (2) years of experience in a high-volume customer service environment
  - Ability to multitask and work independently
  - Excellent written and oral communication skills, including proficiency in Microsoft Office (Word and Outlook)
  - Strong analytical skills and ability to use critical thinking for resolving customer and client issues
  - Ability to remain calm and handle customer complaints in a professional manner
  - Ability to explain complex concepts in an easy-to-understand language
  - Excellent time management skills
  - Ability to collaborate effectively with other teams and departments
  - Promotes a team-centered environment, is a team player, and self-motivated
  
  Qualifications:
  Education:
  - Preferred: High School
  
  Experience:
  - Required: 2 years in a high-volume customer service environment
  
  Additional Information:
  - All disputes will be resolved according to company policies and procedures
  - The employer reserves the right to modify job duties or assign additional duties as necessary
  - This job description is not intended to be a complete list of all responsibilities, duties, or skills required for the position and is subject to review and change at any time.

• About the company

  Cinch is more than a home warranty company with 40+ years of experience, serving over 1 million each year with 24/7 customer service. Free instant quote!

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