Manages the work of Customer Service and Call Center staff, Resolves escalated non-compliance issues with network contractors. Ensure high levels of customer service in the department. Resolve technology issues to ensure continuous workflow throughout the department.
B.S. or B.A. in Business Management or equivalent, or related experience is required.
Minimum of five years experience in a customer service related supervisory position.
Minimum of four years construction estimating or property insurance background.
Ability to utilize internal web-based programs
Computer literate with working knowledge of e-mail and the Internet.
Proficient in the use of MS Office (Word/Excel/Outlook)
Ability to delegate tasks as needed
Ability to analyze data and resolve issues
Excellent written and verbal communication skills.
Ability to deal with difficult issues under pressure, and provide necessary communication to staff, insurer clients and/or contractors
Manages all aspects of assignment process to ensure timeliness in contractor reporting
Manages and monitor staff to ensure high levels of customer service.
Monitors and analyzes report data to effectively/efficiently manage critical department functions.
Resolves escalated issues within the customer service and call center departments
Communicates with contractors and clients regarding program compliance
Communicates necessary information to employees on a timely basis
Evaluates staff attendance and performance
Interviews prospective employees
Works with IT Department to enhance or design applications as needed for improving processes
Develop comprehensive training documents for use by internal staff and external contractor network
Write comprehensive communications for distribution to internal staff, and contractor network
Completes special projects as assigned
Upholds the Crawford Code of Business Conduct at all times.