DESCRIPTION SUMMARY: Supervises, coaches, develops and motivates Claims Operations team by demonstrating leadership and interpersonal skills. Ensures efficient performance of the team through a balance of human and technical resources and consistent contribution to management team objectives by active teamwork. Provides guidance to team that fosters team growth and performance. Serves as a primary point of contact for day-to-day application of organizational policies and procedures.

ESSENTIAL FUNCTIONS:

• Supervises team of associates to maintain strong teamwork and customer service levels.
• Answers questions and recommends corrective services to address customer or service provider complaints.
• Monitors productivity and performance of customer service representatives and provides feedback, instructions and intervenes as necessary.
• Monitors claim processing activity in the system to ensure proper handling and adherence to policies and procedures.
• Researches possible resolutions and/or redirects issues when appropriate.
• Prepares performance evaluations and participates in discussions around performance standards.
• Works with Account Managers and Service Delivery to anticipate client needs and identify opportunities and new ideas.
• Maintains complete knowledge of system and telecommunications capabilities, associated software applications and Internet access.
• Applies work procedures, supervises work schedules, and expedites workflow.
• Working within established company guidelines, studies and standardizes procedures to improve efficiency of representatives.
• Manages and participates in project development.

Requirements

EDUCATION: Associate Degree or equivalent work experience EXPERIENCE: 0-2 years customer service background and knowledge, in automotive industry preferred. Experience managing people and client relationship. SKILLS: Possesses presentation and written communication skills, analytical skills, and the ability to work in a fast paced environment. Utilizes good judgment, decision-making skills, and leadership qualities. Demonstrates, models, and evaluates customer service and dispute resolution skills, including anger diffusion, mediation and negotiation. WORKING RELATIONSHIPS: Communicates with customers and dealer network. Teams with peers, supervisors, and senior management to achieve corporate and client goals. ADDITIONAL REQUIREMENTS: Hours must be flexible when business needs dictate.