Mgr-Customer Service (Finance)

Manages the work of Customer Service and Call Center staff, Resolves escalated non-compliance issues with network contractors. Ensure high levels of customer service in the department. Resolve technology issues to ensure continuous workflow throughout the department.

• B.S. or B.A. in Business Management or equivalent, or related experience is required.
• Minimum of five years experience in a customer service related supervisory position.
• Minimum of four years construction estimating or property insurance background.
• Ability to utilize internal web-based programs
• Computer literate with working knowledge of e-mail and the Internet.
• Proficient in the use of MS Office (Word/Excel/Outlook)
• Ability to delegate tasks as needed
• Ability to analyze data and resolve issues
• Excellent written and verbal communication skills.
• Ability to deal with difficult issues under pressure, and provide necessary communication to staff, insurer clients and/or contractors

• Manages all aspects of assignment process to ensure timeliness in contractor reporting
• Manages and monitor staff to ensure high levels of customer service.
• Monitors and analyzes report data to effectively/efficiently manage critical department functions.
• Resolves escalated issues within the customer service and call center departments
• Communicates with contractors and clients regarding program compliance
• Communicates necessary information to employees on a timely basis
• Evaluates staff attendance and performance
• Interviews prospective employees
• Works with IT Department to enhance or design applications as needed for improving processes
• Develop comprehensive training documents for use by internal staff and external contractor network
• Write comprehensive communications for distribution to internal staff, and contractor network
• Completes special projects as assigned
• Upholds the Crawford Code of Business Conduct at all times.