Director of Customer Care - Call Center - FNOL Experience Required

HANCOCK CLAIMS CONSULTANTS:Come join the winning team at Hancock Claims Consultants! Why Hancock? We are an energetic organization looking for management who will bring strong leadership presence both internally and externally in support of our innovative strategic planning, consistent review & coaching of personnel, and stability for our carrier partners.We have real industry knowledge from our beginnings as a contracting company founded in Atlanta, Georgia in 2003. Through our successes in the field, we received an invitation to pilot a program for an insurance carriers ladder assist program in 2004, providing higher and steeper access and storm damage assessment on their behalf. By 2008, we made the decision to stop all contracting work and begin to offer our services to meet the specialized needs of the insurance industry without any conflict of interest. At Hancock, we are committed to the insurance industrys evolving needs and that dedication to teamwork has earned us recognition as the premier national ladder assist company.Position Purpose:The Director of Customer Service is responsible for ensuring the companys call center departments operate effectively and efficiently at all times towards achieving the company goals. The incumbent must maintain a high level of customer satisfaction, and the ability to maintain a positive, professional attitude with customers, policyholders and colleagues is essential. The Director of Customer Service is responsible for leading the Customer Services leadership teams, as well as overseeing strategies for First Notice of Loss (FNOL), inbound/outbound call centers, and scheduling. The position is expected to analyze and implement workflow processes to drive and improve policyholder and customer satisfaction and team member efficiency. The Director of Customer Service oversees the call center statistics and takes proactive and reactive steps to improve those statistics as needed. Additionally, the position mentors Team Managers who will then equip, coach, and develop the individual team members in support of the business goals.

Essential Duties and Responsibilities: Once Built, Manage the FNOL, customer service and scheduling teams to ensure the departments are working effectively and efficiently towards achieving the company goals. Oversees the activities of each team under the Customer Services Department to achieve departmental goals in accordance to company standards. Interfaces with corresponding Team Managers to ensure maximization of staff scheduling in view of business operation needs. Coordinates with HR to scale staffing during CAT events. Maintains customer service SLA (service level agreement) at standards established by the company per customer requirements. Enacts contingency plans as needed; handles escalations; identifies potential problems; and participates in post-mortem analysis of problems providing input for future process improvements. Reviews ongoing performance results to targets. Takes corrective measures with authorization and escalates as needed. Keeps the Department Head promptly and fully informed of all problems or unusual matters of significance and takes prompt action where necessary. Investigates and recommends tools that yield statistics to quantify the effectiveness of the assigned departments. Designs and reports individual and departmental performance metrics for continuous improvement. Analyzes and redesigns workflow to better utilize resources and improve the assigned departments. Participates in daily, weekly, monthly and annual planning processes as appropriate. Makes recommendations for hiring, transfers, promotions, corrective actions and dismissals. Mentors Team Managers who will then equip, coach and develop the individual team members. Ensures an efficient training program is in place and implemented for the departments to include written documentation of competencies necessary to be successful at the job. Determines standards of performance as a basis to review progress of personnel for the assigned departments. Conducts performance reviews. Ensures that all members under the assigned departments are in compliance with company policies. Conducts corrective actions when needed. Fosters a cooperative and harmonious working climate conducive to maximizing employee morale and productivity within the assigned departments. Performs all other duties and responsibilities as required or requested in a timely and effective manner in accordance with established company policies to achieve overall objectives of this position.Qualifications: Associates Degree (Bachelors Degree preferred) 8+ years of experience as a Customer Service Leader or similar role Knowledgeable in call center procedures and metrics analysis Experience managing FNOL processes required Excellent interpersonal skills and ability to adjust and interact with all levels of personnel and customers Able to teach and mentor supervisors to coach and develop team members in support of the business goals Professional written and oral communication skills Strong attention to detail with ability to set priorities, meet deadlines, goal-oriented, organized and take pride in their work Effective time management skills and ability to multi-task and adapt to changing environment Intermediate to advanced Microsoft Excel skills and ability to analyze data Proficient in Microsoft Outlook and Word The following innate qualities would be beneficial for the successful candidate: positive attitude, accountability, integrity, effective decision making, and ingenuity.Preferences: Bachelors degree in Business Administration/Management or related field 8+ years as a Customer Service Manager or similar role Salesforce contact center and field service management software knowledge highly desiredWork Schedule: Mondays thru Fridays, 9:00am to 6:00pm (approximate) Schedule may change according to business operational needs to include weekend hoursEnvironmental Factors: Work is performed indoors in a typical office environment Possibility of travel to locations outside of the office environmentPhysical Skills and Abilities: Ability to stand, walk, and manipulate (lift, carry, move) light to medium weights of 10 to 50 pounds Ability to bend, squat, and reach above shoulders Hand-eye coordination, arm, hand, and finger dexterity including ability to grasp and operate equipment Visual acuity to use a keyboard, operate equipment, and read technical informationCompany Conformance Statement:In the performance of their respective tasks and duties all employees are expected to conform to the following: Perform quality work within deadlines with or without direct supervision. Interact professionally with other employees, customers, independent roof inspection subcontractors and suppliers. Work effectively as a team contributor on all assignments. Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizationsDisclaimer:Please 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 and responsibilities may change at any time with or without notice.

This is a remote position.