Hvac Service Advisor (Remote)

HVAC Service Advisor (Remote)

HVAC Technical Claims Advisor answers inbound calls from service providers to diagnose, validate, negotiate, and audit claims using Company guidelines, demonstrated trade experience, and Cinch training to determine the appropriate claim decision and dollar amount of the repair.

Responsibilities:

• Process incoming telephone calls with service providers for claim approval with demonstrated proficiency in HVAC and a focus on driving quality repairs.

• Review and negotiate claim approvals to ensure that material costs and diagnosis are equitable and within the established guidelines.

• Accurately capture and record claim information into company systems

• Follow company guidelines, technical knowledge, and established processes to determine appropriate claim decisions.

• Meet or exceed all established Key Performance Indicators.

• Other duties and project work as assigned.

Qualifications:

• Proper phone etiquette

• Ability to speak and write clearly and accurately.

• Demonstrated proficiency in typing and grammar.

• Knowledge of relevant software computer applications and equipment

• Knowledge of customer service principles and practices

• Effective active listening skills

• Ability to manage multiple computer screens, applications, projects, and/or priorities.

• Ability to drive company performance with a focus on delivering an excellent customer experience.

• Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions.

• Technical/professional expertise is demonstrated through problem solving, applying technical knowledge.

Conditions:

• Must be able to sit for 8+ hours per day with occasional breaks.

• Position requires use of headset/microphone.

• Quiet, dedicated workspace within home.

Education/Experience/Other Requirements:

• High School Diploma or GED

• Minimum three (3) years' experience in a high-volume HVAC environment as a technician, installer, and/or manager.

• Strong understanding of the proper diagnostic and repair processes for all HVAC systems and components.

• Strong data entry and typing skills.

• Strong oral and written communication

• Problem solving and negotiating skill

• Strong customer service and organizational skills

• Experience Microsoft Office Suite, with emphasis on Excel

• Ability to perform in a fast-paced environment with minimal direct supervision.

Highly Preferred:

• Certification in HVAC
• Experience working in a virtual/remote environment.