Trade Services Review Specialist, HVAC (hybrid)

Trade Services Review Specialist, HVAC

The Trade Services Review Specialist, HVAC is responsible for multiple elements in claim review/resolution in support of our Home Warranty business. This is a critical role in our emerging business line from claim diagnostic, review, to resolution – all key elements in our success of achieving our NPS and claim cost objectives.

Responsibilities

• Build and provide content to our knowledge base for part prediction, identifying common failures, remote claim diagnostic and help wireframe technical training - 30%
• Engage with technicians and consumers to remotely diagnose problems and resolve, trouble shoot complicated situations to accelerate time to resolution. – 25%
• Responsible for review, modify, approve or deny repair estimates in instances they exceed the initial 'not to exceed' provided at dispatch – 30%
• Assist less experienced agents with knowledge transfer and review the most complicated authorization requests, serving in a help desk capacity – 15%

Basic Qualifications

• A minimum of 10 years working as in-home technician in the respective trade (HVAC)
• Substantial knowledge and experience with part procurement, diagnostic through successful repair, and repair/replace decisioning
• Demonstrated success in a service operations – focused on customer satisfaction
• Advanced problem-solving skills
• Proven ability to manage within a rapidly changing, high intensity business environment
• Proven effective communications skills leveraged internally and with external clients
• Excellent analytical skills
• Ability to work independently and in a team environment

Pay Range:

$72,900.00 - $121,900.00

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.