Service Resolution Specialist Job - (Carroll, IA)

Handles escalated unresolved service issues until resolution is achieved. Represents American Home Shield to customers and business partners (e.g., contractors, etc.) as the primary point of contact for a specific customer until their issues are resolved. Evaluates situation, determines appropriate response, and appropriate solution to the service issue while ensuring that solution adheres to departmental guidelines, policies, and procedures. Uses computerized system for tracking, maintaining customer data, and info gathering. Responsibilities * Responds to direct dialed or transferred inbound phone calls regarding escalated service issues until resolution is achieved. * Gathers facts, identifies problems and determines appropriate solutions. * Provides timely follow-up to all parties including appropriate system documentation. * Captures customer and performance data as needed for reporting purposes. * Drafts written correspondence for both internal and external updates on claims being researched.