Service Locating Agent/AIZJP00009473/Addison, TX

  • Location
    Addison, Texas
  • Job type
    Contract/Temp to Hire

"The overall purpose and objective of this role is to locate service providers who can provide timely, cost effective repair services to customers covered by an Assurant extended warranty. The Service Locator will use a variety of methods and tools, such as the internet and various database searches to identify service solutions. Upon identifying a service solution the Service Locator will coordinate the scheduling of service with the customer and the servicer prior to dispatching the service call to the service provider. The Service Locator must be well versed in the use of the internet and be able to navigate quickly and multitask through multiple web pages, systems and databases.

Job Functions:
• Incumbent will select locating cases from the service locating queue. Locator will review case notes to determine if service is required.
• Locator will search our internal database for service providers who are a match for the product(s) which are in need of repair.
• As needed, Locator will also be required to use the internet as a source to search for and recruit servicers who are not currently in any of our internal databases for the purpose of adding them our service provider network.
• Locator will also need to make outbound phone calls to our customers to set appointment times/dates once a service provider has been located.
• Locator will be required to take inbound phone calls from our call center agents and provide assistance in setting up service for our extended warranty customers.
• Dispatch service calls using our internal service scheduling application as outlined in our documented dispatch processes.
• Document cases with detailed notes on the interaction between the Locating agent and the customer and the Locating agent and the service provider

Demonstrated Skills/Qualifications:
• High School diploma required
• College degree or Technical training preferred.
• Well versed and extremely proficient in navigating and searching the internet
• Strong multitasking skills, with the ability to manage multiple tasks, systems and web pages all in a single session
• Proficient in the use of Microsoft Word and Excel
• Excellent communication skills, both written, oral and phone etiquette
• Strong problem solving skills, with an attention to detail
• Conflict Resolution skills
• Excellent attendance and punctuality
• Ability to work effectively in a fast paced environment
• Ability to effectively work time sensitive cases in a very fast paced production environment
• Proven analytical and organizational skills

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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Reference number US_EN_1_025383_11791985