Customer Service Representative, HVAC

Customer Service Representative- Warranty

Our Customer Service Representative, HVAC position is a great opportunity to join our growing team! This position is Hybrid working in our Jeffersonville, IN. office.

Make your mark in General Insurance

General Insurance is a leading provider of insurance products and services - focused on helping to manage risk for commercial and personal customers. We offer a broad range of products through a diversified, multi-channel distribution network, including one of the world’s most far-reaching property casualty networks.

About AIG Warranty

AIG Warranty delivers a full range of service solutions including warranty management administration, extended service programs, customer service support, service network management, claims processing services, and service contract underwriting.

With over 20 years of experience, we are one of the warranty and service industry's leading providers, which is why many of the world's largest and most respected brands choose us. When retailers or manufacturers want flexible and innovative service solutions that will ensure the focus of building customer retention and customer satisfaction, they turn to us.

About the HVAC Team

The HVAC Division provides the heating, air conditioning, and refrigeration industry with risk management solutions for residential and commercial applications. Our diversified portfolio includes OEM (Original Equipment Manufacturer), retail, dealer direct, and consumer direct initiatives. In this department we work directly with consumers and vendors, providing excellent service with enthusiasm and professionalism.

About the Customer Service, HVAC Accounts Role

Our HVAC Accounts Customer Service Representatives work directly with the HVAC Dealers and our Customers to ensure that the contracts are being upheld appropriately, answering questions, reviewing account history, and providing additional information as needed. HVAC Accounts Customer Service Representatives are responsible for updating contracts, staying up-to-date on programs, and acting as a connector with internal staff and our clients and vendors. They provide a superior level of service and support both internally and externally.

As a contributor at AIG, HVAC Accounts Customer Service Representatives are the ones our clients turn to in times of need. They act with speed, composure, compassion and knowledge to solve problems and the work they do every day is the heart of AIG’s business.

How you will create an impact:

• Communicate effectively with all departments within AIG Warranty and with all external partners.
• Encourage a healthy working environment and be a positive role model for others in the company.
• Abide by company policies, procedures, and goals.
• Provide support and work closely with Account Management, Business Development, and Inside Sales Teams.
• Gain in-depth knowledge of new and existing HVAC programs and processes.
• Demonstrate a strong understanding of all programs and processes to effectively support dealers and distributors.
• Assist with new distributor and dealer onboarding, enrollment, and training processes.
• Provides guidance and assists HVAC dealers with matters such as (but not limited to) website navigation for entering sales and claims, understanding program guidelines, procedures, and overall general support for all programs.
• Utilize critical thinking and active listening skills regularly.
• Make independent decisions to solve problems based on contract terms and conditions and other guidelines/conditions of HVAC programs.
• Respond to all inquiries via phone or email within service level agreements and in a professional manner.
• Responsible for thoroughly researching and resolving data discrepancies following standard procedures.
• Process contract transfers, contract cancellations, and other administrative tasks.
• Complete all employee new hire and ongoing training as required.

What you'll need to succeed:

• Computer and software skills, such as using MS Word, Outlook, Excel, and customer relationship management (CRM) systems, as well as various tools and systems to perform tasks and serve customers.
• Excellent written and verbal communication skills.
• Possess customer-oriented skills including empathy, patience, adaptability, and proactivity.
• Effective interpersonal skills.
• Determination to consistently meet deadlines.
• Capability to work independently and as part of a team.
• Balance multiple tasks at once and solve them all in a timely manner.
• Maintain superb organizational skills.
• Display a positive and professional demeanor at all times even when addressing escalated matters.
• General or technical knowledge of HVAC equipment.
• Ability to utilize online tools for research and problem solving.
• Ability to work well with others and explain technical information to peers and customers in an easily understood manner.
• Ability to stay calm and courteous while dealing with frustrating situations.
• Interested in learning new things and finding out more about customers, our products, and processes.
• Although prior HVAC, Warranty, or Insurance experience is beneficial, AIG will train the right candidate.
• Candidates with experience in providing excellent customer service, moving quickly to keep many projects going at once, and the ability to keep organized records will be competitive for this role.

We look forward to reviewing your application

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security-as well as your professional development-to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us - across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to [email protected].

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