Home Warranty Authorizer - Authorization Specialist (TN, IA, MS, MO)

Home Warranty Authorizer – Central Time Zone – Remote Work

Class starts Wednesday October 4th 

Location: remote ( TN, IA, MS, MO, AR preferred)

Job #438

• $17/ Hour – 40 hour work week
• Contract through early January – with possible extension
• High Speed internet is required, and ability to connect to your modem with 5 to 10 foot ethernet cable (minimum upload and download speed of 5 mps, 10 mps or greater)
• Must be able to work both the training and ongoing production shifts;
  • Training – M – F, 8a – 5p CST (10/4 – approximately 11/11);
  • Production shift and hours are 12:30p – 9:00p CST Time, M – F with rotating weekends 
    • If scheduled to work a weekend (Saturday and Sunday), will receive a day off during the preceding and following work week (to maintain 40-hour workweek) 
• · All positions require background check
• Must be able to exhibit problem solving, critical thinking, effective communication, and research competencies 
• Hard-wired internet connection is required; no wifi or hot spot (minimum upload and download speed of 5 mps, 10 mps or greater preferred) 
• Will connect company provided equipment to own internet source via 5-ft Ethernet cord provided with company equipment  

***Perfect attendance is required throughout the training period to ensure success in role***

o Training assessments must be passed to continue in training class

Position Overview

Interprets contracts and coverage for all inquiries from customers, technicians, and contractors. Negotiates pricing with contractors when applicable. Informs customers of non-covered claims when applicable. Provides any necessary follow-up. Communicates effectively, utilizing all departments and resources. Answers all authorization customer inquiries regarding HVAC systems as well as other system and appliance customer inquiries.

Job Responsibilities

• • Responsible for authorizing diagnosis and repair/replacement of covered systems or appliances.
• • Negotiates pricing with contractors. Informs customers of non-covered claims when applicable.
• • Provides any necessary follow-up.
• • Provides technical resource knowledge for colleagues.
• • Handles HVAC authorization customer inquiries as well as other system and appliance customer inquiries.

Job Requirements

• • High school diploma or general education degree (GED) required; and/or 1-3 years of customer service experience and/or training required, or an equivalent combination of education and experience
• • Knowledge of contract coverage, including systems and appliances
• • Knowledge of business unit policies and procedures
• • Customer service and conflict resolution
• • Computer skills (Microsoft Word, Excel, Outlook)
• • Attention to detail
• • Ability to multi-task 
• • Ability to adapt to a fast-paced environment

Additional Job Description

For more than 40 years, Client (Home Warranty company)  has protected homeowners by providing affordable protection against home system component and appliance breakdowns. As the leader in the home warranty industry, we have a network of more than 11,000 pre-screened home service contractors and 45,000 professional technicians that provide convenient, reliable expert service to our customers.

What is this role about? 

Client (Home Warranty company)  Authorizers play a very important front-line role interacting with our valued customers regarding their home warranty plan coverage.

What does a “Day-in-the-Life” look like? 

This fast-paced role is based in one of our Customer Contact Centers across the country. In this role you are interpreting contracts and coverage for inquiries from customers, technicians, and contractors related to HVAC, appliance and other home systems; authorizers often work across departments and utilize multiple resources to effectively resolve inquiries for our customers.

Here are a few specifics of what you would be doing each day:

• • Approving initial diagnosis of issues reported by customers
• • Authorizing repair (or replacement) of systems or appliances covered by the plan
• • Negotiating pricing with contractors
• • Coordinating appropriate follow-up with customers or contractors to ensure issues are resolved satisfactorily
• • Informing customers of non-covered claims and effectively explaining the reason why
• • Providing your technical knowledge and expertise to other colleagues

What do I need to be successful? 

• • High school diploma or GED is required
• Previous customer service experience 
• Call center experience is a plus  
• • Experience with HVAC and other mechanical systems highly desirable
• • You are able to effectively interpret home warranty plans, contract coverage, etc.
• • You enjoy engaging with customers and providing quality service
• • You are good at solving problems and explaining solutions
• • You are effective at conflict resolution
• • You excel at de-escalating upset or frustrated customers
• • You thrive in a fast-paced environment where multi-tasking is necessary
• • You have strong communication skills – interpersonal and written
• • You have solid computer skills including having worked with Microsoft Office products

Additional Information

Compensation Range: $17/hour range
Work Week: 40 hours