| A | B |
|---|
| Customer Service Advocates | Takes incoming calls, set up claims, checks status of claims, call service providers and communicates with manufacturers. |
| Dispatch | Locates service providers for claims that are set up through Customer Service |
| Claims/Adjudication | Work with service providers and repair facilities on approving or denying parts and labor that are needed for a repair. They locate replacements and purchase them for customers and if a replacements is not found they will negotiate a buy-out the contract. |
| Aftermarket | Sells extended warranties for different manufacturers |
| Claims Payable | Issues the checks for payment to the service providers and repair facilities. They also, issue refund checks to the contract holder. |
| TOPS | Handle escalated customers for the Core Books of Business |
| Best Buy Special Forces | Handle escalated customers for the Best Buy Client |
| Team Leads | Handles admin duties, help desk questions and escaalted customers. |
| Manufacturer Warranty/OEM | Free warranty given by the manufacturer |
| Extended Warranty | An prolonged warranty purchased by the customer. |
| Break/Fix Warranty | Attempt to fix the product on each breakdown |
| Replacement Warranty | Get another product rather than Repair |
| OW | Out of Manufacturer Warranty |
| IW | In Manufacturer Warranty |
| WOW | Rework |
| PD | Problem Description |
| SP | Service Provider |
