Apply Now

Search Jobs

Find the right opportunity for you.

Customer Experience Operations Specialist (Claims)

Plano, TX 75023

Posted: 06/13/2025 Job Category: Other Job Number: 21020

Job Description

CE Operation Specialist (Claims)
Hybrid - 4 consecutive days in office (M-TH 9am-6pm EST),


Top Skills: Project Management / Logistics / Customer Care
Product Safety/Liability - CE Operation Specialist

Job Description Summary

CE PL Operation Specialist will contribute to teams growing need of business intelligence, insights/dashboard management, strategic development, customer experience, and related best practices

1. Maximize customer satisfaction by providing prompt actions to customers need and obtain quality photos/data to determine root cause of claim to defend or accommodate customers claim
2. Provide efficient solutions to customer-facing agents by developing and operating guide and contents
3. Use various tools/dashboard/systems to quantify the agents performance of customer care and develop appropriate actions to improve performance and quality

Job Description
1. [Customer Experience Management] Analyze end-to-end processes that customers experience and participate in providing suitable resolutions accordingly and in controlled & monitored turnaround time for each action of customer claim process
2. [Quality Management] Monitor and review customer calls/tickets for customer care quality control, carry out activities to secure quality competitiveness of our company and customers
3. Maintains and improves operational quality by monitoring system performance; identifying and resolving problems; preparing and completing action plans.
4. Identify/resolve bottleneck of customer care status and resolve with internal/external stakeholders (HQ, BPO, PI, etc.).
5. Review & maintain policies, SOP (Standard Operating Procedures), to keep up-to-date policies and guide for agents to use as well as find any conflicted policies to provide resolutions.
6. Track & manage service tracking to ensure swift service procedures and rapid follow up on completed service tickets and give feedback to stakeholders for immediate action on needed items
Main R&R
- Case management for CE claims
- Pending Management (KPI, LTP)
- QA and training agents for CE
- Case Tracker Management for special issue
- CPSC claim management (Customer care/tracker) (CE)
- Monitoring FCCM report quality (ACQ/OS Reports)
- Special Projects
- Backup Customer Care Resolution
- EnR Submission/Management
- Periodically report to manager
- Develop SOP for CE & maintain up-to-date policy/procedures
- Work to de-escalate customer situations while finding an appropriate solution; involve upper management as needed

#LI-HB1

Meet Your Recruiter

Harbinder Barring
Technical Recruiter – Digital|Creative|Marketing

With my experience as a recruiter, I understand that a new role can change your life. I strive to learn your core values, your personality, and your vision to find the position that aligns best with what you want!

Apply Online
Apply with LinkedIn Apply with Facebook Apply with X

Send an email reminder to:

Share This Job:

Related Jobs:

Login to save this search and get notified of similar positions.

About Plano, TX

Looking for exciting job opportunities in the Plano, Texas area? Discover your next career move in this vibrant city nestled in the heart of the Lone Star State. Plano offers a perfect blend of urban conveniences and natural beauty, with a booming economy and a welcoming community. With renowned companies calling Plano home, including Toyota and Liberty Mutual, endless growth opportunities await. Explore the thriving arts scene at the ArtCentre of Plano, catch a live performance at the Courtyard Theater, or indulge in the unique flavors of Tex-Mex cuisine at local eateries. With easy access to parks like Arbor Hills Nature Preserve and exciting attractions like Legacy West, Plano gives you a perfect work-life balance. Join us in Plano and unlock a world of possibilities for your career!
Facebook Twitter Linkedin-in Comment-dots
Apply Now
2025 ektello
|
Privacy
|
|
Site Credits