From Home Guard Jobs (NOW HIRING)

Title: Authorizations Specialist

The Impact You Will Have: 

Liberty Home Guard is the country’s fastest-growing and best-rated home warranty provider. We are looking for an Authorizations Specialist to join our team in ensuring the accuracy and efficiency of home repair approvals. As an Authorizations Specialist, you will play a key role in reviewing and authorizing repair or replacement services, negotiating with vendors and technicians, and ensuring all claims adhere to company guidelines, ultimately contributing to the satisfaction and timely resolution of our customers' needs.

Your duties and responsibilities include but are not limited to the following:

• Gather comprehensive home system and appliance malfunction diagnoses from technicians. Employ astute questioning techniques to ensure the accuracy and relevance of the information provided, preventing the authorization of incorrect repairs or replacements and ensuring alignment with approved solutions.

• Consistently negotiate with vendors and technicians during every call to secure competitive rates and cost-effective solutions for repair and replacement services, ensuring adherence to pricing guidelines and oåbtaining necessary approvals.

• Employ exceptional communication skills to deliver service via phone, email, live chat, and any other designated communication channels.

• Handle both inbound and outbound calls seamlessly, strategically navigating the workflow to ensure effective communication with technicians, customers, and other departments.

• Collect a thorough diagnosis, including unit information, part numbers, and the cause of the breakdown.

• Authorize estimates within provided guidelines by promptly and accurately issuing approvals for repair or replacement services.

• Ensure that repair costs fall within pricing guidelines.

• Identifies and resolves customer-technician discrepancies by skillfully navigating designated Slack channels, and escalating requests for additional assistance when necessary.

• Place authorization codes on hold as necessary to ensure careful consideration and review before finalizing approvals.

• Maintain records of interactions with both customers and technicians, process accounts, and archive documents.

• Communicate with professional repair providers to verify various matters, including pricing, services, industry trends, and trade-related issues, in coordination with the Vendor Relations Team.

• Ensuring technicians adhere strictly to procedures and terms outlined in our policies.

• Provide clear feedback and reprimand technicians who violate company guidelines, to ensure quality standards in customer satisfaction and claim resolution time.

• Coordinate with Accounts Payable in processing disputes and investigating problematic situations related to technician errors.

• Follow communication procedures, guidelines, and policies, including but not limited to following proper call center and customer service etiquette.

• Effectively manage a large amount of calls, approximately 60-80 calls per day.

• Evaluate and decide on the most suitable course of action, determining whether repair or replacement is the optimal solution for a unit.

• Have thorough knowledge of the terms and conditions of each type of Protection Plan provided by Alphacom’s clients.

• Provide feedback to management regarding customer comments to develop ideas for improved services, processes, and procedures.

• Predictable, reliable, and punctual attendance is an essential function of this job.

What You’ll Bring To The Team:

• Negotiation skills 

• Strong attention to detail and goal-oriented.

• Strong analytical, decision-making, and problem-solving skills.

• Excellent communication and presentation skills.

• Commitment to excellent customer service.

• Ability to multitask, prioritize tasks, and manage time effectively.

• Excellent phone etiquette and active listening skills.

• Flexible, proactive, and self-motivated.

This letter agreement supersedes and replaces any prior agreement, representations, or understandings (whether written, oral, implied, or otherwise) between you and the company and constitutes the complete agreement between you and the company regarding the subject matter set forth herein. This letter agreement may not be amended or modified, except by an express written agreement signed by both you and a duly authorized officer of the company. 

Pay Rate:

• $18-$22 an hour based on experience.

• This position is in person in our South Brooklyn office

Liberty Home Guard is the fastest-growing home warranty company in the nation, proudly recognized as the #1 rated provider by U.S. News & World Report, USA Today, Forbes Home, NerdWallet, Investopedia, and Newsweek. In both 2023 and 2024, we were honored as one of the Top Workplaces in NYC, a testament to our commitment to fostering a dynamic and supportive environment. At Liberty Home Guard, we prioritize innovation, customer satisfaction, and the growth of our employees, offering opportunities to thrive and lead in a fast-paced, industry-leading company.