Service Locator, Home Warranty

This job is responsible for manually locating service providers when our automated process fails to locate a customer.  The agent will use multiple tools to search our network of service providers to complete the job. They will also proactively engage with customers to assist in scheduling initial service visits.

Job Responsibilities

• Read and comprehend notes related to warranty claims and service requests
• Document clear and accurate notes detailing actions taken and next steps
• Identify patterns of behavior (such as recurring delays or provider performance issues) and report findings to management for process improvement
• Take ownership and responsibility for all incidents within the locating panel, ensuring resolution and follow-through
• Actively participate in team meetings and contribute to best practice sharing
• Train new team members on systems, processes, and locating techniques as required
• Navigate multiple computer-based systems and programs efficiently to manage service requests
• Communicate directly with end consumers regarding the status of locating efforts and expected timelines
• Source and engage service providers by leveraging internal databases, external networks, and industry resources
• Verify provider credentials and compliance with company standards before assignment
• Monitor and manage provider availability to optimize scheduling and reduce delays
• Escalate complex or high-priority cases to management promptly for resolution
• Collaborate with internal teams (claims, operations, customer service) to ensure alignment and timely service delivery
• Maintain confidentiality and accuracy of customer and provider information at all times
• Contribute to continuous improvement initiatives by providing feedback on locating processes and tools

Basic Qualifications

• High School Diploma or GED
• 1+ years in a customer-facing position
• Excellent verbal and written communication skills
• Strong analytical and organizational skills
• 1+ years’ experience with Microsoft based programs and computer products
• Strong problem-solving and critical thinking abilities
• Ability to multi-task and prioritize in a fast-paced environment
• Proficiency in computer systems and data entry
• High level of attention to detail and accuracy
• Customer-focused mindset with professional and empathetic communication
• Ability to work independently and as part of a team

Preferred Skills

• College Degree or Technical Training Certification
• Experience in customer service function or call center experience.
• Experience with conflict resolution
• Prior retail or home warranty experience
• Experience in one or more of the Service Industries, to include: major appliances, consumer electronics, HVAC, lawn & garden, plumbing, electrical, fitness or large tools
• Strong problem-solving skills, with an attention to detail

#AssurantProudCR

#LI-Remote

Pay Range:

$18.65 - $29.84

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 15 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

Job Scam Alert
Please be aware that during Assurant's application process, we will never ask for personal information such as your Social Security number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here.