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Mgr Claims Capture Unit in Memphis, TN at ServiceMaster

Date Posted: 5/1/2018

Job Snapshot

Job Description

Overview
Manages Claim Capture Unit operations which includes implementing and managing all new programs. Compiles and analyzes call handling statistics and maintains all franchise lead dispute process completion and statistics. Provides support and communication to appropriate clients and vendors. Manages call center processes and procedures and handles training at academy.

Job Responsibilities
1. Manages Claim Capture Unit operations which includes implementing and managing all new programs associated with 800 RESPOND and 866RECOVER.
2. Manages productivity, cross-training, and staffing levels.
3. Compiles and analyzes call handling statistics, and maintains all franchise lead dispute process completion and statistics.
4. Provides support and communication to Disaster Restoration team, regional management team and participating QRV franchises.
5. Communicates with vendor – AnswerLink – to provide CCU job knowledge and productivity consistency.
6. Serves as subject matter expert on all Claim Capture Unit processes and procedures.
7. Coordinates software changes and additions with IT Director.
8. Develops communication pieces related to RESPOND/866RECOVER including training material.
9. Suggests efficiency improvements for the Claims Capture Unit.
10. Presents RESPOND / 866RECOVER overview and training to the QRV academy.

Job Requirements:

1. Bachelor degree and/or 2-4 years call center experience and 1-2 years managerial experience
2. Proficiency with Microsoft Office products
3. Managerial experience preferably in a call center environment
4. Human Resource experience and/or certification (PHR) preferred to maintain positive, high level employee relations
5. Broad knowledge of ServiceMaster Clean and franchise operations
6. Ability to make sound decisions based on factual information with a mixture of experience and judgment
7. Ability to analyze and draw conclusions from data
8. Reads situations quickly to reprioritize for effective workload management
9. Coaching skills to develop employees for maximum performance
10. Meets the expectations and requirements of internal and external customers
11. Seeks ways to improve customer service and reduce costs

Physical Demands and Working Conditions
The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Regularly required to:
Sit, stand and walk
Use hands and arms to handle, feel or reach
Speak and hear
Use close vision abilities
• Occasionally required to:
Lift or move up to 10lbs
Stoop, kneel, crouch or crawl
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• Noise level
Low to moderate
• Adverse Conditions
Minimal

ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position. An Equal Opportunity/Affirmative Action Employer – of Minorities/Females/Vets/Disability

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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