Customer Care Specialist (W2 Only)

Customer Care Claims Analyst

12 months with possible extension or conversion

Schedule: On-site M-F with hours 6am -2.30 PM PST and should be expected to prepare for possible OT

• Top 3 Skills: This is NOT a high level role, this person will be involved on the FLOOR. They will help with investigations, they will need to be VERY strong in Excel, and root cause analysis skills. 2-3 years experience would be preferred, also open to looking at folks who have come from more of an office background but have industry experience.
• Ensures that complaints are resolved effectively and without delay and that those not resolved at the entity organization level have been escalated and taken into account in the competent entities. Drive Customer Centricity - for the entity.

What do you get to do in this position?

• Ensure that complaints are resolved effectively and without delay and those not resolved have been escalated to the appropriate entity
• Collaborate with other organizations in order to contain, correct, and prevent problems affecting customers
• Utilize I2P tools to process claims on a timely basis
• Ensure that Complaint process is supported with warm loop
• Share critical customer feedback information with management and all employees at all levels of meetings and on information boards
• Work in collaboration with continuous improvement engineer
• Update Logistics dashboard
• Assist with customer satisfaction and quality related projects as needed

Key Responsibilities

• Act as the Customer Experience advocate.
• Drive Customer Centricity in entities.
• Ensure the Customer Experience is measured according to the Business priorities.
• Define and follow-up the improvement action plan and priorities with the Business stakeholders.
• Ensure that Customer dissatisfaction are solved quickly and effectively through containment, correction and prevention steps.

Qualifications

• We know skills and competencies show up in many ways and can be based on your life experience. If you do not necessarily meet all the requirements that are listed, we still encourage you to apply for the position.

This job might be for you if:

• Excellent verbal and written communication skills, listen effectively and solicit input from others
• Excellent organizational skills including the ability to handle multiple demands and assignments, the ability to prioritize tasks effectively and efficiently, and drive issues/ tasks to closure
• Candidate must be a self-starter, highly motivated, and results driven
• Strong problem-solving skills and experience with root cause analysis and implementation of corrective action for process related concerns
• Proficiency with MS Office suite of products, especially PowerPoint and Excel
• Ability to work effectively in a group setting as well as independently.