Field Support Representative (Customer Service)

Customer Service United States Aurora, Colorado Denver, Colorado

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Description

Contractor Support Representative - Customer Service

Targeted compensation:  $18.54/hr
Compensation commensurate with experience and skill set

Who we are:

Founded in 1980, 2-10 Home Buyers Warranty (2-10 HBW) strives to improve the quality of housing and the experience of home ownership though its structural warranty offerings and Home Warranty Service Agreements. 2-10 HBW is based in Denver, Colorado, and proudly partners with thousands of the nation’s best builders, real estate agents, and service contractors to provide peace of mind for more than one million homeowners across the country. 

Please watch our 2-minute video to see what it's like to join our team! https://www.2-10.com/careers-welcome/ 

What is the role and where can you add value?

2-10 Home Buyers Warranty is seeking an individual with strong problem-solving abilities and a customer focus to work with in our Contractor Relations department. Our Field Service team acts as a point of contact for contractors needing assistance. They also assist with escalated claims situations where we need information or cooperation from our contractors.  This is a fast-paced role where our team members assist contractors and de-escalate escalated claims, while educating contractors on proper procedures and expectations.

Core Job Responsibilities:

  • Manage individual task queue to resolve a variety of cases
  • Answer inbound phone calls via a phone queue regarding service issues, assigned claims, or account needs
  • Verify proper claim actions, with the authority and responsibility to alter the claim path as needed to ensure proper resolution
  • Assist contractors with the claims process, 2-10 HBW procedures, portal usage, and self-service practices
  • Effectively communicates service standards, pricing structures, and billing practices to contractors based on their specific agreed 2-10 HBW pricing
  • Resolve service provider escalations received from other departments and communicates resolution to necessary parties as required
  • Defuse home warranty claim situations with contractors and homeowners in a professional manner
  • Document and note customer, contractor, and supplier interactions in a clear, concise, and informative manner
  • Other duties as assigned

What skills and experience should you bring to this role?

  • High School Diploma or GED
  • Excellent communication skills both verbal and written
  • Ability to de-escalate contractors and homeowners
  • Strong decision-making/problem solving skills 

Here is what you can expect when you join our team:

  • A team first environment focused on our core Values of: “Do the Right Thing, Grow Profitably, Pursue Excellence and Value People”
  • A comprehensive benefits package designed to increase your health, your financial well-being and your future which includes: medical, dental, vision and life insurance, a health savings and flexible spending accounts, disability insurance, an employee assistance program, 401k match plan and generous paid time off plans 
      2-10 Home Buyers Warranty is an Equal Opportunity Employer

All POSITIONS REQUIRE A PRE-EMPLOYMENT CRIMINAL BACKGROUND CHECK

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