We are one of South Florida’s largest restoration companies, with a great reputation! We provide 24-hour emergency services to homeowners who have suffered a water, fire or mold loss. Currently, we have an opportunity in our customer service/admin department. Are you the next superstar to complement our growing team?
Our mission is to provide our customers with an unmatched service experience. If you are passionate about what you do and work well in a team/family environment, then you are the right person to join our team.
This position is a supervisory position and oversees the growing and busy customer service/intake team. This position reports to the Director of Operations.
The supervisor will be responsible for processes related to customer service, intake and dispatching. This person will take pride in providing GREAT service to our customers, insurance agents and insurance carriers, along with internal customers and co-workers. We are looking for someone with a positive attitude, friendly, gets along very well with others, self-starter, proactive, ability to identify problems and resolve them in a timely manner, and able to manage a team culture that is open, effective, collaborative and resolution-minded.
This job works heavily with homeowner insurance agents and carriers across Florida. Experience in the insurance industry is preferred.
ESSENTIAL DUTIES & RESPONSIBILITIES
Manage CSR weekly schedules and time-off schedules
Assist in reviewing new hire applications and conduct initial interviews
Train new CSR employees
Management of Admin dept. internal processes and documents; update and streamline as business changes
Increase efficiency by proactively finding areas that need improvement
Keep CSRs on track by meeting daily company expectations
Performance management as needed (coaching)
Assist with employee reviews (annual, new hire: 30-60-90)
Facilitate weekly team meetings
Customer service training to ensure the team provides an unmatched service experience
Process incoming losses through phone and email; help answer incoming phone calls
Oversee Call Center portal and update as needed
Manage Vendor Programs and update documents to stay compliant
Audit reports for billing
Oversee subpoena process
Management of the office phone system
Manage and process IICRC certifications and renewals
Manage and keep track of Licenses and Permits up for renewal
Other duties, such as assist with company events and parties, office upkeep
Other duties asd assigned
The Admin Team Supervisor provides supervisory support to the Customer Service/Intake team, including phone and administrative support.
Mature and adept decision-making
Positive demeanor and attitude
Proficient in Microsoft Office Suite (Outlook, Microsoft Word, Microsoft Excel)
knowledge of CRM Systems, Xactimate and Symbility.
Customer-Service Skills: Must be friendly, organized, great work ethic, no-drama, good attitude, get along well with others, and well-spoken. Comfortable on the phone (answering, transferring, helping customers)
Computer Skills: Outlook for responding to emails, create and manage schedules, quick learner on insurance industry software. Excel, to work on company spreadsheets.
Communication Skills: Listen and respond appropriately; proactive approach to issues
·Experience in working with homeowner insurance a plus.
Language Skills: Bilingual - Spanish Highly Preferred
Minimum Education: Bachelor's Degree
Minimum Experience: One to two (1-2) years of customer service/administrative experience in a supervisory or team leader role.
Knowledge and Abilities:
Excellent problem-solving skills, interact positively with other employees of all levels, exhibit adaptability, flexibility, self-control and maturity in work and behavior. Recognize situations that require notification of a manager.
Analyze, interpret and communicate data effectively both verbally and in writing
Effectively present information and respond to questions from leadership
Complete assignments with promptness and accuracy
If you’re a hard worker, have a friendly demeanor, get along well with others and have willingness to learn and grow with a company, this may be the job for you!
Background check and drug screen will be conducted.