3103 - OFFICE MANAGER/SINGLE STORE

Essential Duties and Responsibilities

1. Customer Service Manager ensures that all CSRs have complete product knowledge for all regions.
2. Ensures quality and consistency in all customer service calls handled by CSRs
3. Coordinate training and evaluation of CSR with department Floor supervisors
4. Post employee Saturday Schedule
5. Conduct preliminary/screen interviews
6. Maintain availability for CSRs to answer, explain, or clarify any questions relating to products offered by the company.
7. Take customer-escalated calls upon CSRs request and resolve any problems that might arise.
8. Run all NB reports, documentation for respective caps, before underwriting reviews.
9. Maintain constant floor supervision to ensure all department-established procedures are followed by CSRs.
10. Ensure CSR’s follow and abide by organization’s policy
11. Ensure disciplinary action is documented when needed
12. FNOL – First Notice of Loss
13. Other duties as assigned by management or as needed.

Qualifications/Requirements

• CSR experience
• Computer literate desired from basic to intermediate skills 
• Bilingual (English/Spanish) is helpful 
• Must have excellent communication skills, be assertive
• Must meet state licensing requirements
• Flexible schedule
• Reliable transportation

Education/Training/Experience

• High School Diploma
• Knowledge of organization’s  processes and procedures