Job Description

Job Title: Home Warranty Authorizations Specialist

Job Type: Full-Time (40 hours/week)

Schedule: Monday–Friday | 8 AM–5 PM or 9 AM–6 PM

Compensation: $20.00 – $25.00 per hour DOE

Position Overview

We are seeking a proactive and versatile Authorizations & Vendor Support Specialist to join our team. This role spans across the Authorizations, Purchasing, and Research functions, requiring a strong communicator who can manage high call volumes, collaborate across departments, and negotiate effectively with vendors and technicians. You'll play a vital role in ensuring timely, cost-effective repairs and replacements that align with coverage guidelines and company policies.

Key Responsibilities

• Collect detailed home system and appliance diagnoses from technicians, ensuring completeness and accuracy (unit info, part numbers, breakdown cause).
• Negotiate repair/replacement rates with vendors and technicians in every call, securing competitive pricing in line with pricing guidelines.
• Issue timely authorizations within scope and place codes on hold when additional review is needed.
• Manage contractor calls (inbound and outbound), while maintaining professionalism and empathy.
• Clearly explain service decisions to customers and guide them through the claims process.
• Contact suppliers to source needed parts or confirm technical information quickly and accurately.
• Collaborate with internal teams across departments and adapt work priorities based on dynamic workflow needs.
• Monitor technician compliance with procedural policies, escalate issues, and provide corrective feedback when necessary.
• Investigate and resolve customer-technician discrepancies via Slack or appropriate communication channels.
• Support the Accounts Payable team in resolving disputes stemming from technician errors.
• Maintain well-organized, detailed notes in all customer and technician interactions.
• Remain informed on coverage policies for various Protection Plans and use this knowledge to guide repair vs. replacement decisions.

Qualifications

• 1+ years of experience in customer service or a support-based role, ideally with high call volume.
• Familiarity or interest in appliances, HVAC, or plumbing is required.
• Strong negotiation, problem-solving, and analytical skills.
• Detail-oriented with excellent note-taking and organizational abilities.
• Excellent communication and interpersonal skills (written and verbal).
• Comfortable making and receiving phone calls, including difficult or sensitive conversations.
• Proficiency in multitasking and managing time effectively in a fast-paced environment.
• Spanish language skills are a plus.

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