Customer Service Supervisor
| Company | JM Family |
|---|---|
| Location | St. Louis, MO, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Description
As a Mechanical Claims Supervisor, we want an individual who can motivate and encourage participation to achieve company objectives concerning mechanical claims authorization, customer service delivery, and productivity. The supervisor will review results of key performance indicators and utilize reporting tools to identify opportunities to bring positive change, engaging with their teams, and staying in alignment with key business and operational initiatives.
The supervisor will also assist analysts in the resolution of difficult and complex automotive repair claim situations. Communicate effectively using verbal and written skills with retail and wholesale customers, Automotive repair facilities, and non-related parties both internally and externally. The supervisor will also be involved in projects at times that require initiative, follow through, and attention to detail. The supervisor is responsible for department goals and objectives and making recommendations to management to work towards continuous improvement.
Responsibilities:
Provide support as it relates to operational impacts of Mechanical Claims evolution with technology and how we support the way Automotive dealers/customers want to communicate with JM&A.
Provide leadership and development opportunities for associates. Ensure feedback, coaching and development is provided to associates on an ongoing and regular basis.
Continuously evaluate key performance indicators and associate related reporting tools, and observations of team to look for opportunities for process improvements
Maintain process, procedures, reporting to ensure efficiency and meeting of department performance objectives and service levels.
Ensure department impacts are known and communicated with teams.
Work on special projects as they relate to key initiatives and process improvements
Point of contact for escalations and claim disputes and must provide customer support and resolution to both customers and internal Field Representative
Monitor, review, and audit mechanical repair claims for proper claims adjudication based on vehicle service contract coverages and internal processes
Qualifications:
5+ years of experience in the Automotive repair Industry preferred
Understanding of JM&A Products and Services a plus
Demonstrated leadership skills and experience with leading groups through change using proven change management processes
Ability to work collaboratively across levels within the organization
Must possess strong analytical, critical thinking skills and as well as presentation skills
Proven ability to multitask and manage multiple tasks while driving results
Experience with contact center management using platforms such Alvaria, Ring Central, and Salesforce a plus
Proficient in the Microsoft Office Suite including Microsoft Teams (Excel, PowerPoint, Word etc.)
· Must be willing to support staff during hours of operation from 8am – 8pm EST, plus some Holidays and Saturdays
High school diploma or GED required
Automotive mechanical repair knowledge preferred
Bachelor’s Degree a plus
Bilingual a plus
This is NOT a fully remote position; a weekly hybrid schedule is required.
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This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.
JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER
JM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard to age, race, religion, color, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, gender expression, mental or physical disability, national origin, marital status, citizenship, military status, genetic information, veteran status, or any other characteristic protected by federal, state, provincial, or local law.
DISABILITY ACCOMMODATIONS
If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family’s Talent Acquisition department at [email protected] for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.
Benefits
Not Specified