This Job Is Make Or Breaker

, , , , , | Working | May 3, 2018

(I am working for a home warranty company. There are certain restrictions in the contracts the customers sign, one being that preexisting conditions are not covered. This is necessary because many customers will move into a house they wish to flip, and then purchase a home warranty hoping they can use that to cover the damage already there. A customer has requested a service call because the electricity in his house is not working. He has had the home warranty for less than a week, so this already raises a red flag. I speak with the contractor that was sent out to do the repair, and he tells me that the reason there is no power to the home is that the circuit breaker box is so old and in such poor condition that the breakers have actually crystallized. This is an expensive problem to fix, and there is no way this could have happened in the week customer had the home warranty. I speak to the customer and explain to him that I am denying the claim due to it being a preexisting condition. The customer is upset and requests a supervisor. I patch him over to my supervisor after explaining the situation. A few minutes later I get an email from my supervisor:)

Supervisor: “[My Name], I went ahead and covered that claim. I don’t know why you denied it; you need to be more careful in the future. It was definitely something his warranty would take care of.”

(I check the account and see she’s authorized a repair of over $2,000 for the replacement of the wiring and the circuit box. I am annoyed because I know it was not something we should have covered, but it is her name on the authorization and not mine, so I decide to just let it go. Three days later, I’m called into my manager’s office.)

Manager: “Hi, [My Name]. I wanted to speak with you about this account. Do you remember a claim you denied for a crystallized breaker box, that [Supervisor] went ahead and approved?”

Me: “Yes.” *bracing myself*

Manager: “Well, you were absolutely right! We never should have covered something like that! When our corporate office found out, they were furious. [Supervisor] no longer works for us. We’d like to offer you her position.”

(I accepted the position. I felt guilty for a while because I had genuinely liked my supervisor and hadn’t wanted her to lose her job, but sometimes it pays to listen to your employees instead of just charging full speed ahead!)

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