Customer Resolution Specialist

Role Overview

• Process and resolve claims concerning customer dissatisfaction with products.
• Receive claims calls from customers.
• Establish and maintain claims files.
• Investigate claims requests and establish determination of responsibility for the problem.
• Advise appropriate departments, sales partners, etc., of claims filed.
• Enter and update related data into the computer system.
• Undertake further research.
• Prepare written correspondence.
• Follow up with parties involved.
• Discuss claims problems with outside suppliers or internal Geiger associates.
• Collaborate with sales partners, customers, and others involved to determine responsibility.
• Negotiate sharing of charge reduction where appropriate.
• Negotiate discounts or reruns with vendors.
• Follow through until the rerun ships or the credit is received.
• Offer solutions and options to satisfy customers and maintain continued business relationships.
• Request and/or prepare debit and credit memos.
• Prepare revised or supplemental billings resulting from claims processing.
• Prepare new orders for replacement goods.
• Follow up for shipping information and processing of cost involved.
• Recalculate sales and commission.
• Perform routine clerical duties such as mailing returned items to suppliers for review.
• Perform other related duties as assigned.

Requirements

• Two years of experience in customer relations and/or claims activities
• Very strong in Communications, Negotiation and Math
• Industry certification at the CAS (Certified Advertising Specialist) level

Benefits

• Full benefits package that includes Education Reimbursement and 401k (with match)