Concierge Performance Associate in Farmers Branch, TX at Sedgwick

Date Posted: 9/12/2020

Job Snapshot

Job Description


Concierge/Performance Specialist

 
IF YOU CARE, THERE'S A PLACE FOR YOU HERE
For a career path that is both challenging and rewarding, join Sedgwick's talented team of 21,000 colleagues around the globe. Sedgwick is a leading provider of technology-enabled risk, benefits and integrated business solutions. Taking care of people is at the heart of everything we do. Millions of people and organizations count on Sedgwick each year to take care of their needs when they face a major life event or something unexpected happens. Whether they have a workplace injury, suffer property or financial loss or damage from a natural or manmade disaster, are involved in an auto or other type of accident, or need time away from work for the birth of a child or another medical situation, we are here to provide compassionate care and expert guidance. Our clients depend on our talented colleagues to take care of their most valuable assets -- their employees, their customers and their property. At Sedgwick, caring counts®. Join our team of creative and caring people of all backgrounds, and help us make a difference in the lives of others.
Sedgwick is a global leader in property insurance claims, offering solutions for commercial and residential markets. We specialize in large/complex losses, large domestic and international commercial risks, middle market commercial property losses, and real estate and catastrophic losses.
PRIMARY PURPOSE:
To assist Property Repair Solutions customers (homeowners, contractors, carriers) with any questions or concerns they may have and/or the work being done by the program contractors; to ensure that all customer expectations are met and/or exceeded to the best of our ability.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES
  • Tracks contactor performance and conducts regular conference calls to coach them to follow the program metrics relevant to their organizations, ensuring contractors maintain a higher level of service.
  • Places outbound calls to sell programs to customers, assign contractors, make customer appointments, provide assistance to insurance adjusters, and set up program expectations.
  • Makes follow-up calls to homeowners who have contracted with Property Repair Solutions in order to ensure that the process is going smoothly and to answer questions as needed.
  • Receives inbound calls to answer customer service questions, resolve minor issues, and schedule appointments for customers with contractors or escalate issues to the proper channels.
  • Creates operations reports and performs data entry as directed.
  • Makes final survey call to confirm that repairs were made to the homeowner's satisfaction.
  • Identifies performance team issues and creates action plan to address the challenges.
  • Reviews contractor performance reports weekly to identify trends that indicate a network contractor's performance is falling below acceptable standards; develops and manages appropriate action plans to return marginally performing contractors to good standing.
  • Develops and maintains positive contractor relations.
  • Attendance during scheduled work hours is required.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES
  • Performs other duties as assigned.
  • Supports the organization's quality program(s).
QUALIFICATIONS
Education & Licensing

High school diploma or GED required.
Experience

One (1) year of experience in construction management, restoration and/or insurance claims, and customer service or equivalent combination of education and experience required. Chronicle software knowledge preferred. Bi-lingual English/Spanish a plus.
Skills & Knowledge
  • Excellent oral and written communication skills
  • PC literate, including Microsoft Office products
  • Excellent problem resolution skills
  • Good judgment and sound decision making skills
  • Ability to build a consensus among various parties
  • Strong relationship building skills
  • Excellent organizational skills, accuracy, and attention to detail
  • Initiative and ability to multi-task
  • Above average speed and accuracy key stroke skills
  • High level of professionalism
  • Ability to work under pressure in a fast paced environment and maintain a positive demeanor
  • Ability to work independently or in a team environment
  • Ability to meet or exceed Performance Competencies
WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.
Mental:
Clear and conceptual thinking ability; excellent judgment and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
Physical:
Computer keyboarding, travel as required
Auditory/Visual:
Hearing, vision and talking
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.
 
Sedgwick is an Equal Opportunity Employer
and a
Drug-Free Workplace