What are the responsibilities and job description for the Customer Service Claims Manager position at CRS Temporary Housing?
Job Details
Description
CRS Temporary Housing is a leader in our industry providing temporary housing solutions to individuals who are displaced from their home due to loss. Working with insurance companies and the policy holders, we provide a variety of solutions to make this difficult time easier.
Our office is located in North Central Phoenix. New employees will complete onsite training at our corporate office. Additionally, employees will work in office until they show proficiency in the role which could be up to 90 days, then they may start working from home on a hybrid basis. Managers typically come to the office 1-2 times per week, or as needed to meet with employees and management.
Position Purpose: The position of Customer Claims Manager supports the Customer Claims team with coaching, training, and development as well as supporting the Sr. Manager Customer Claims.
Supervisory Responsibilities:
- Provide leadership for a team of Customer Claims Specialists in support of our insurance company customers and their clients, the policyholders.
- Assist with new hire and experienced employee development, training and side-by-side coaching.
- Audits claims for employees to provide feedback on successes or areas of opportunities.
- Review Customer Claims Specialist procedure documents and recommend changes/updates as needed.
- Participate with on-call coverage (being available after hours if needed.)
- Conducts performance evaluations.
- Assist with research, analysis, and metric reporting as needed.
- Partner with Sr. Customer Claims Managers and Leadership in planning and executing new procedures, goals, and special projects.
Other Duties/Responsibilities:
- Ensure customer satisfaction by prompt and proper resolution of questions and issues via email and telephone communication.
- Provide proper resolution of questions and escalated issues when necessary.
- Manage high volume email, as well as inbound and outbound telephone calls for claim handling, while documenting activities related to the claim in the company’s computer system.
- Performs other duties as necessary or assigned.
Qualifications
Education and/or Experience:
- Previous Supervisor or Manager experience in a telephone customer service environment.
- Minimum of 4 years Customer Service experience.
- Bachelor’s degree, preferably in Business or related field.
- Typing speed 50 wpm or higher preferred.
- Stable work history with excellent attendance
Knowledge and, Skills and Abilities
- Excellent written and verbal communication skills.
- Demonstrated interpersonal skills, successful working with all levels in the organization.
- Strong problem-solving skills with a proactive and innovative focus.
- Must demonstrate accuracy, attention to detail, and excellent organization skills.
- Strong ability to multitask. Sense of urgency and deadline oriented.
- Intermediate competency in math.
- Ability to demonstrate compassion and handle sensitive information.
- Proficient with Microsoft Office Suite (Outlook, Word, Excel, et
This position requires sitting or standing, working on a computer, and talking on the phone for up to 8 hours a day
