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Mgr Claims Capture Unit in Memphis, TN at ServiceMaster

Date Posted: 5/29/2018

Job Snapshot

Job Description



Position 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

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



Job Requirements

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



Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to:

  • Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
  • Sitting for long periods of time while using office equipment such as computers, phones and etc.
  • Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
  • Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.


Incumbent is required to have:

  • Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.

Incumbent will be subject to:

  • Inside working conditions: The change of building environment such as with or without air conditioning and heating.

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