Shopper Resolution & Retention Specialist I

With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com.

Job Description

POSITION SUMMARY:

This is a shopper resolution and retention position in a fast-paced centralized digital services environment providing services to homeowners, title companies, lenders, lawyers, and community associations throughout North America.

The Shopper Resolution & Retention Specialist II is part of the Community Archives Retention Team that provides level II support for escalated customer verbal and written inquiries. This role is critical to the organization to ensure the shopper’s voice is heard, understood, and thoroughly researched with timely resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Handle shopper channels, by phone, e-mail, face-to-face and live chat with maximum efficiency, provide accurate information, take appropriate steps to resolve all issues, and manage a variety of complaints, grievances, and disputes.
• De-escalate the shopper's concern and research the inquiry to determine the validity as well as the root cause trigger for the reason of the complaint.
• Acts as a liaison between shopper’s and CA leadership to enhance the overall shopper experience.
• Handle other types of non-escalated written requests from shoppers and assist with documenting the procedures.
• Analyzes complaints from shoppers and provides adequate resolutions.
• Demonstrate excellent organizational skills, strong time management, and the ability to meet deadlines
• Participate on committees and special projects (as assigned or required) to ensure consistency of the shopper review from the initial point of inquiry.
• Complete special projects related to Resolutions as assigned, within required time standards
• Contributing to the development of Resolution functions, including workflows, policies and procedures, staff training, and documentation.
• Update and maintain the accuracy of Community Archives platform for each shopper contact to ensure Resolution response requirements (such as timelines, policies, and procedures) are available for reference to set up claim Resolution / Appeals when received.
• Perform peer QA of Resolution responses as needed.
• Identifies and acts upon opportunities to upsell and/or sell additional products to shoppers
• Ability to answer questions regarding regulatory questions regarding CA Orders
• Occasional overtime as required
• Other duties as assigned
  
  

Requirements

MINIMUM REQUIREMENTS:

• High school diploma or GED
• Minimum one year experience working in a call center as a customer service associate
• One year of general office experience
  
  

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Must be highly organized with effective and persuasive communication skills.
• Strong analytical, problem solving, and decision-making skills required; ability to interpret data and exercise good judgment.
• Superior communication skills
• Computer literate in a Windows environment
• Intermediate knowledge of Word and Excel
• Typing 35-40 words per minute with 80% accuracy
• Strong interpersonal skills with the ability to use tact and diplomacy
• Must be able to work as a team player in a fast-paced environment with heavy call volume and multi-level distractions.
  
  

DESIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Spanish language skills a plus.
  
  

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.