Call Center Service Agent (Charlotte)

Old Republic Home Protection is one of the largest home warranty companies in the nation and we are currently seeking Service Agents to join our Service Department in Charlotte, North Carolina. Shifts available 10am-7pm and 10:30-7:30PM.

Qualified candidates must have :

• Excellent communication skills and a customer friendly attitude
• Customer service experience and the ability to problem solve
• Must be able to type 30 WPM

Essential Duties and Responsibilities

Our Service Agents are responsible for processing requests for service from Plan Holders, determining coverage according to the terms and conditions of the Plan, and then accepting or denying coverage appropriately.

Duties include:

1. Identify and communicate concerns, problems, and challenges to leadership in a positive, constructive, and solution orientated manner.
2. Act as a role model by being pro-company and supportive of all employees and teams within the company.
3. Ensure that claims are handled in a fair and appropriate manner, in accordance with applicable state laws and California Fair Claims Settlement Practices.
4. Perform other duties as assigned.
5. Process incoming requests for Service from Plan holders; logging pertinent information accurately and efficiently, according to company standards.
6. Ensure work order meets Plan guidelines (e.g. effective dates, coverage, limitations, etc.). Communicate effectively and ask pertinent questions to determine coverage; authorize or deny coverage in whole or in part; assist with service needs; educate callers as to Plan coverage, trade call fees, etc.
7. Escalate calls through the proper channels, when necessary.

Required Availability

• Commitment to attend scheduled training
• Full time employment

Required Knowledge, Skills and Abilities

• Personal commitment to punctuality and attendance
• Ability to work in a high-volume phone queue achieving required metrics
• Strong communication skills, courteous and professional manner, use of proper grammar
• Excellent listening skills with the capacity to ask probing questions
• Self-starter
• Knowledge of and skill in using computer software, including proprietary data entry software
• Type 30+ WPM
• Home appliance or home warranty experience is a plus
• Plumbing, Appliance, or HVAC experience is a plus
• Bilingual in Spanish is a plus
• Background check upon acceptance of employment

Qualifications

• High School education or equivalent required

ORHP offers the following benefits:

• Competitive base salary
• Holiday, sick, and vacation pay
• Varied shifts available
• Group Healthcare/Dental/Vision
• 401k with company match
• Initial and ongoing training to help ensure progression and promotion
• Conveniently located in the University area of Charlotte.

Old Republic Home Protection is an Equal Opportunity Employer and a proud subsidiary of Old Republic International, a Fortune 500 company .