ARW Home is looking for and Escalations Specialist to handle high priority customer escalations. This position will be responsible for the following:
- Address and respond to sensitive consumer calls with a high level of confidence and professionalism.
- Work with quality assurance on confidential HR and/or escalated situations (e.g. HR requests, executive escalations, business continuity responses).
- Serve as a Subject Matter Expert for claims and escalated cases offering real-time support to customers.
- Critically assess and adjust claims accounts and plans to consumer’s changing needs.
- Conduct individual case, deep dives and analysis for internal and external resources to provide feedback on themes and training opportunity.
- Collaborate with COO and other stakeholders on liability issues as they relate to complex cases and/or policy development with ARW claims, customer service or sales.
- Act as the Point of Contact for third party claims partners and senior leadership on escalated, time-sensitive matters.
- Identify and solve problems, sometimes with limited information.
- Identify process and/or performance deficiencies and implement improvement plan.
- Develop and maintain effective relationships with internal and external stakeholders.
- Build trust and confidence in the customer service, sales and billing teams through proactive stakeholder interactions.
- Ability to own and at times lead meetings with third party.
Qualifications
- Bachelor’s degree or equivalent professional working experience.
- 3+ years of experience as a case manager using case management systems, reviewing cases for eligibility and establishing/executing a case management plan.
- Proficient in MS Word, Excel, Access, Outlook and PowerPoint.
Job Type: Full-time
Pay: $50,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
Weekly day range:
Work setting:
Application Question(s):
- Why should ARW hire you for this position?
Ability to Commute:
- Boca Raton, FL 33431 (Preferred)
Work Location: In person