Customer Service Manager bei undefined

Summary 

The Customer Service Manager’s primary focus will be on any and all mechanical, technical, and procedural aspects of the claim adjustment processes, along with the management of any specialty claims adjustment groups contained within the Claims Department. 

Essential Duties and Responsibilities 

• Manage and direct the Claims Group and Inspections Group in concert with Claims Operations Director
• Manage the Appearance Group and Maintenance Group
• Provide technical expertise and consultation to the Claims Group, including Supervisor’s, as necessary
• Review Claims exceeding our then current level of authority
• Review denials exceeding $5000
• Handle escalated, disputed claims calls from customers, dealers, agents
• Travel as necessary 
• As otherwise directed by senior management

Education and Experience 

• High School Diploma or GED
• Bachelor’s degree and or, ASE or manufacturer certifications preferred, but not required
• 5 years or greater experience in a mechanical claims call center position 
• Previous supervision or Management of a mechanical of claims call center group

Skills 

• Must be computer literate and proficient with Excel, Word & PCRS
• Excellent writing and verbal communication and negotiation skills
• Excellent customer service skills to both internal and external customers
• Complete understanding of modern automotive systems

Physical Demands 

While performing the duties of this job, the employee is regularly required to type and look at a computer screen for long periods of the day. The employee must be able to sit for long periods of time.  

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions.  

Note 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.  

The employee signature below constitutes employee's understanding of the responsibilities and the job qualifications of the position.  

Employee__________________________________ Date_____________