Service Plan Administrator

Job Title

The purpose of this classification is to perform administrative and technical work functions associated with processing customer service plans, verifying and authorizing qualified repairs, examining and paying service center claims, maintaining appropriate administrative records, and ensuring customer satisfaction with quality products.

Essential Functions

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

• Receives and processes newly purchased and canceled service plans; verifies plan information including product, quantity, stock keeping unit (SKU) numbers, serial numbers, issuing store number, and cost of service plan sold; works with stores on issues and outstanding Service Plans.
• Processes Farmers Repairs and Reimbursements and sends list of invoices to Accounts Payable prior to reimbursing the stores; reconciles replacements charged to Glass Agency.
• Verifies customers and product qualification under a current service plan; verifies service center as an authorized representative for the company; issues repair authorization or denies repair request under service plan.
• Processes claims for payment including cutting checks; examines claims from service centers requesting reimbursement for defective parts and merchandise using computerized records system; sends claim rejections to service centers as appropriate.
• Reviews claims for completeness; returns incomplete claims to centers for additional data; determines if expenses comply with established policies; processes qualified claims' payments to service centers.
• Works Farmers Product Quality Assurance (PQA) System to facilitate repairs for customers and close completed repairs; processes Service Plan Guidance.
• Performs data entry functions by keying information into a computer system; enters data such as serial number changes, service center and customer address corrections for underwriters, submitted claims and related details, penetration summaries, and invoices for more complex repairs.
• Retrieves, reviews or modifies data in computer database; verifies accuracy of entered data; makes corrections as appropriate.
• Answers the telephone; provides information, guidance and assistance; takes and relays messages and/or directs calls to appropriate personnel; returns calls as necessary.
• Makes Cold Calls to Service Plan centers on behalf of Stores to gather the appropriate information for initial setup with Farmers Furniture and Glass Agency.
• Prepares and sends service plan return notices and service center agreements; verifies correct documentation from new Service Centers are received.
• Produces, reviews, verifies, corrects and/or distributes a variety of reports such as daily activity, service plan costs and SKU billing, outstanding and canceled service plans, monthly variances, claims, and monthly billing.
• Produces Claims Analysis Quarterly and Yearly.
• Responds to questions, problems, and requests for information and/or assistance; assists store personnel with service plan inquiries, outstanding service plans, plan discrepancies and related claim problems; approves more complex claims (e.g., Furniture and Lawn Equipment).
• Purges expired service plans from files; merges current/active service plans to appropriate file; adds new stores to Access and Map Program.
• Works with Service Center on questions, issues, and payment research; works with Service Centers/Insurance Companies to get updated Certificate of Insurance (COI).
• Completes, prepares, reviews, and/or approves a variety of forms, logs, requests, records, reports, correspondence, and other documents associated with daily responsibilities of this position; prepares and maintains files and administrative records.
• Operates a personal computer, printer, calculator, typewriter, copy machine, shredder, telephone, or other equipment as necessary to complete essential functions, to include the use of word processing, spreadsheet, database, or other system software.
• Upholds and promotes our H.O.M.E. values: Helping others, developing Ordinary people to do extraordinary things, being a Motivated owner that cares, and Ensuring that excellence is a habit personally and for those entrusted to them to lead.

Additional Functions

• Assists with year-end preparation and mailing of 1099 independent contractor income reporting.
• Performs administrative tasks such as preparing and maintaining files and records, filing, shredding sensitive documents, copying reports and service plans, writing correspondence, and faxing information.
• Substitutes for co-workers in temporary absence of same.
• Performs other related duties as required.

Requirements

Minimum Qualifications

Associate's degree in Business Administration or related area; with two (2) years of experience in customer service, computer data entry, or a service-related environment; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Performance Aptitudes

Data Utilization: Requires the ability to review, classify, categorize, prioritize, and/or analyze data. Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships.

Human Interaction: Requires the ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations.

Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.

Verbal Aptitude: Requires the ability to utilize a wide variety of reference and descriptive data and information.

Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret graphs.

Functional Reasoning: Requires the ability to apply principles of rational systems; to interpret instructions furnished in written, oral, diagrammatic, or schedule form; and to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objectives.

Situational Reasoning: Requires the ability to exercise judgment in situations characterized by repetitive or short cycle operations covered by well established procedures or sequences.

Farmers Furniture is an Equal Opportunity Employer. The Company is committed to maintaining an environment free of harassment and discrimination.

ADA Compliance

Physical Ability: Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or workstation.

Sensory Requirements: Some tasks require the ability to perceive and discriminate sounds and visual cues or signals. Some tasks require the ability to communicate orally.

Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions.

Farmers Furniture is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Farmers Furniture will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.