Customer Solutions Representative

Position Title: Customer Solutions Representative
Department: Customer Solutions
Location: Remote...
Pay: $19.00/Hour
Reports To: Customer Solutions Manager
Installation Made Easy (?IME?) provides software and process management that enable retailers and contractors to offer installed home improvements to homeowners in a convenient, consistent, and affordable manner. IME senior management has over 100 years of retail management and home improvement industry experience.
The Customer Solutions Representative?s (?CSR?) primary responsibility is to ensure customers? satisfaction with their home improvement projects. The CSR must be able to listen to the customer complaint and show empathy, while at the same time obtaining facts pertinent to determining a solution. After determining a resolution, the CSR must negotiate with various parties involved in the home improvement project (Retailer, Manufacturer, and Contractor) to obtain commitment to cover the costs and implement the resolution. The CSR is critical to the reputation of IME and the role requires the use of extraordinary judgment and finesse. This position will need to be able to work in a fast-paced environment and handle heavy workload.
The ideal candidate can communicate effectively, both verbally and in writing, and can relate well with people of all walks of life. CSRs are faced with adversity and unique, complex situations daily, and must be able to handle those situations without letting them impact their own emotions.
Essential Functions:

Initiate service claims within the Service Module.
Gather relevant information and documentation to validate the service claim.
Determine the necessary resolution.
Negotiate payment of service resolution costs by the various parties involved.
Facilitate the progression of service claims by scheduling service assessments, ordering materials, coordinating service work, and updating the Service Module accordingly.
Respond timely to customer and affiliate inquiries.
Escalate contractors who are not cooperative in resolving Service Claims to the Customer Solutions Manager,and if appropriate, the operations team.
Recognize high profile Service Claims or those claims that have the potential to result in litigation and escalate immediately.
Gather the necessary supporting information to submit insurance bond claims.
Perform additional duties as assigned.

Minimum Qualifications:

High School diploma or equivalent
Must be able to work in a fast paced environment and have experience in a fast-paced environment that required result-oriented decisions.
3+ years of related experience in customer service and negotiating.
Must be able to multi-task and handle high volume calls, claims and responsibilities
Professional demeanor.
Excellent active listening, verbal, and written communication skills.
Ability to resolve conflicts, formulate resolutions, and work under pressure.
Computer literate and ability to adapt to various programs.
Exceptional organization skills.
Ability to adapt to changing or multiple priorities.

Preferred Qualifications:

Knowledge and/or experience of home improvement industry. Physical Requirements: Prolonged periods of sitting at a desk and working on a computer. Must be able to lift 15 pounds at times.

Benefits to working with IME:

100% remote work environment
Employer provided equipment.
Medical, dental, and vision insurance
Health savings plan includes employer contribution to health savings account.
Medical and dental flexible spending accounts
Company paid basic life, short-term disability, and long-term disability insurance.
401K plan with employer match
Company matches 100% of the first 4% of salary deferrals.
All contributions, including employer contributions, are 100% vested immediately.
Employee discount program for Electronics, Groceries, Travel, Entertainment, and more
Employee assistance program
Pay on demand.
Critical illness, hospital indemnity, group accident, and legal insurance
Paid time off.
And more!

We are an Equal Opportunity and Drug-Free Workplace.
The Job Description is not an exhaustive statement of all duties, responsibilities, or qualifications of the job, nor is it intended to limit opportunities for necessary modifications. The Job Description does not constitute an employment contract of any kind

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