Customer Experience Specialist

About the job

Work from Home!

The Opportunity

Westhill is a bustling start-up headquartered in Atlanta, Georgia who is building a marketplace capable of delivering a frictionless Claim Experience. The company is built around an immersive platform using the power of connection, but also providing an end-to-end service model for processing Property claims. The platform has been designed for one fundamental reason – to optimize the customer experience during a loss event. Aside from using breakthrough technology, the Westhill ecosystem uniquely offers all parties full visibility from claim to completion. Easy as that.

Our team is expanding rapidly, and we’re looking for the right person to join our expanding Customer Experience team.

CUSTOMER EXPERIENCE SPECIALIST:

Responsibilities

To assist Westhill customers (homeowners, contractors, property managers and carriers) with any questions or concerns they may have during the repair assignment. Address and resolve estimate differences with the contractor, property manager and/or adjuster. Ensure that customer expectations are met or exceeded.

● Oversee the repair process from customer enrollment through repair completion.

● Resolve estimate differences with the claim property manager, adjuster and/or contractor.

Ensure estimates adheres to required guidelines.

● Monitor repair timelines for possible delays.

● Verify appropriate file documentation is included in the Westhill platform for completion of the

review process.

● Document all review/assignment activities the Westhill platform where required.

● Review supplemental repair estimates before forwarding to carrier or partner.

● Receive and respond to e-mail/communication from customers, contractors, property managers

and adjusters.

● Monitor pending jobs and conduct follow-up calls with homeowners to ensure the process is

progressing as expected.

● Work to resolve escalated matters, including but not limited to workmanship, customer service

and other concerns

● Provide input to Westhill management for assistance with contractor compliance issues.

● Learn and comprehend multiple network programs, guidelines, and requirements.

● Develop and maintain thorough knowledge of XactAnalysis, HubSpot and Westhill platform.

● Perform other duties as assigned.

Key Characteristics & Skills

● High school diploma or equivalent is required.

● Understanding of insurance claim file requirements is a plus.

● Construction knowledge or property management experience is a plus.

● Basic understanding of Xactimate and XactAnalysis is a plus.

● Excellent oral and written communication skills.

● Contact via phone with contractors, insureds and adjusters will be required throughout the day.

● PC literate, including Google products.

● Strong organizational and interpersonal skills. Time management.

● Ability to multitask in a fast paced, evolving environment.

● Ability to support clients across multiple communication channels and platform systems

simultaneously.

● Ability to work in a team environment and/or independently.

● Strong analytical and problem-solving ability.

● Dependability and accountability