Job description
The
Technical Resolution Specialist is a position that uses technical knowledge to defend and explain our reports, which the insurance carrier uses to settle their complex and specialty claims. You will work on a small and collaborative team that will rival your curiosity and inspire you to expand your technical-working knowledge. Our specialists take ownership of each claim and
confidently drive escalations to resolution.
Responsibilities
:
- Interface with insurance adjusters to educate and provide a clear understanding of our report breakdown and defend the technical findings from the assessment.
- Investigate and resolve end-user customer service escalations.
- Communicate with technicians to interpret and explain damage assessments to third parties.
- Examine technician documentation for accuracy and completeness.
- Maintain insurance adjuster relationships and satisfaction to preserve clientele.
- Perform other duties as assigned.
Position Requirements:
- You have at least 3 years of experience in a customer service and/or escalations role.
- You have an outstanding customer service demeanor and are experienced in back-end sales.
- You are experienced in presenting and educating clients on technical concepts.
- You have a proven understanding of mechanical and technical functions.
- You are ambitious and looking to grow yourself as a professional while growing alongside our company.
- You are motivated to expand your knowledge base and love to research on your own.
- You have practice in maintaining a positive attitude in customer service roles.
- You have demonstrated being detailed and efficient in multitasking in a fast-paced environment.
- You pay close attention to detail.
- You are coachable and open to feedback.
- You are not afraid to handle frustrated callers with grace.
- You adapt quickly and smoothly to process changes and platform updates.
- Your pride yourself on your reliability, follow through, and teamwork.
- You are able to pass a federal and criminal background check.
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