Job Description

American Residential Warranty (ARW) is nationally recognized as a leading innovator in home warranty services, headquartered in Boca Raton, FL. Founded in 2008, with years of Home Warranty experience that empowers employees to use a start-up/entrepreneurial mentality to drive significant growth. A customer and employee centric company giving our customers peace of mind for their home service’s needs.

Visit our website for more details www.getahomeplan.com

JOB SUMMARY:

• Main point of contact for the customer service team, maintain staffing of the team through active interviewing and selections of candidate.
• Maintain and distribute retention reports for leadership team.
• Motivate the team and coach as needed.
• Review teams timecards for accuracy and missing time punches.
• Manage third party contact center by creating procedures, training material and calculating monthly incentives.
• Mange the alarm process by being the pain point of contact and reporting stats.
• Monitor claim inbox, assign escalations to agents and intervene when necessary.
• Create outbound campaign dialing strategies in Five9.
• Supervise inbound/outbound campaigns.
• Manage agent skill assignments in Five9.
• Create reporting as needed.

REQUIREMENTS:

• Must qualify for a Florida telemarketing license.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Strong problem-solving and conflict resolution skills.
• Proficient with Microsoft Office.

EDUCATION AND EXPERIENCE:

• 5+ years of Customer Service experience.
• 1+ year of phone call center experience.

POSITION TYPE:

Fulltime

BENEFITS:

We are proud to partner with ADP TotalSource for payroll services which gives our employees access to top benefits and perks normally found only in large companies.

Company Description

American Residential Warranty (ARW), founded in 2008, is nationally recognized as a leading innovator in the Home Protection Services industry, and our focus of outstanding service and customer satisfaction is a core part of our success. With years of Home Warranty experience, top tier partners and plan administration by the affiliates of an A- rated insurance company (By AM Best), we are able provide top quality service to homeowners throughout all the United States. You can feel secure when you purchase a home warranty plan through ARW. We will be there when you need us! We need you to help us with our continued growth. We are proud to partner with ADP TotalSource for payroll services which gives our employees access to top benefits and perks normally found only in large companies. http://www.sun-sentinel.com/business/careers/fl-american-residential-boca-raton-20150220-story.html