• Customer Loyalty Specialist

    Job Locations US-IN-Indianapolis
    Job ID
    Customer Service/Support
  • Overview

    This role is responsible to mitigate risk and minimize reputation/brand damaging consumer actions or threats, contract cancellations, and other high dollar claims by solving highly escalated and complex customer concerns from internal and external sources.



    • Respond to and resolve customer concerns as assigned in a timely manner while working towards turning a customer's negative experience into a positive one.
    • Demonstrate high level of effectiveness with multi-tasking to achieve department performance standards.
    • Maintain a high level of confidentiality related to customer information and claims, particularly where an individual was out of process.
    • Evaluate all relative factors in each customer complaint including company/employee error, likelihood to escalate in order to minimize expenses and reputational risk to the company while leaving a customer highly satisfied whenever possible. 
    • Research accounts to determine if refund or contract cancellation is warranted.
    • Escalate any policy violations with supporting documentation to Sr. Manager for follow through as applicable.
    • Manage daily workload, research, phone calls, and other daily tasks.
    • Provide off process coaching to Management in Customer Experience, Field Services, and Sales, when applicable.
    • Assume ownership of learning new or revised processes & SOPs.


    Education:  Bachelor’s Degree or equivalent work experience

    Skills: Ability to work with multiple computer software applications and learn DEFENDERS systems

    Minimum Experience Required: Minimum 2 years of related business experience preferred & Must complete and pass a pre-employment drug/background check.


    If found to be qualified for the next step of our process, you may receive an email and/or text message from our DEFENDERS Talent Attraction team.


    All qualified applicants to DEFENDERS will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, veteran's status, age, or disability.


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