Customer Care Level 1

Summary of Position: Assist in answering inbound new claim calls and process new claims in Brains based on the terms and condition of the warranty.

Essential Duties and Responsibilities include the following. Other duties may be assigned

• Have basic knowledge of the terms, condition and exceptions of each type of warranty/service provided by the Company
  
• Handle a minimum of three point five (3.5) inbound new claim calls per hour within the 90 days probationary period
  
• Demonstrate passion for excellence with respect to treating and caring for customers
  
• Must have a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone
  
• Answer basic consumer inquires via telephone
  
• Initiate claims via the computer while on the phone with customer by thoroughly understanding the customer’s needs
  
• Convey information verbally in a professional and clear manner
  
• Ensure thorough and accurate response to customer’s inquiries and if necessary interface with proper departmental personnel
  
• Compose grammatically correct correspondence such as claim notes, e-mails, and any other form of internal or external written communication
  
• Have basic knowledge of the interdepartmental communication and escalation process
• Work a flexible schedule and occasional overtime when needed
  
• Keep “Not Ready” telephone time to the minimum necessary to meet establish departmental goals
  
• Maintain department adherence to schedule and utilization goals
  
• Assist with any other task as assigned by Palladio Management Team