Consumer Relations Specialist
● Offered high-quality support by engaging potential customers across various channels, including outbound calls, inbound calls, and scheduled appointments, achieving a first call resolution rate. ● Drove operational service excellence and improved customer partnerships by executing premier service delivery. ● Maintained and reviewed warranty payments and schedules by performing audits, including verifying the accuracy of warranty information and warranty status to ensure compliance with applicable regulations and codes. ● Remained abreast of changes in the insurance industry and other external conditions impacting clients by anticipating future needs for the established client to renew and upgrade accounts as they protect their products. ● Engaged with the Product and Accounting Department to appropriately determine action plans, facilitating replacement efforts/coverage discrepancies. ● Provided technical assistance, instruction, and consultation to clients to resolve specific problems, accelerate claims, and create a better customer experience. ● De-escalated clients’ complex issues by conferring with dealers, consumers, and internal partners across phone, email, and mail, promoting issue resolution and customer retention. ● Collected and analyzed customer feedback to guide the continuous improvement of customer care services.
