Job Details

FNOL Call Center Manager

Are you interested in a work-from-home position with great benefits? Are you passionate about people and providing exceptional customer service? This may be just the job for you.

Who We Are:

Claims Management Resources (CMR) adjustsand recovers property damage claims for governmental agencies and self-insured organizations in the utility industry. Over the past 30 years we've developed solutions to recover more money and allow our customers to increase their focus on their customers.

The bottom line: we are obsessed with customer service. We help our customers focus on theirs.

The Job:

The FNOL Call Center Manager oversees the FNOL customer service representatives (CSR's), ensuring they provide the highest quality inbound communication services to our clients. The FNOL Manager is responsible for managing the processes involved in recording First Notice of Loss (FNOL) claims, and reporting damage to our client's property.

The Day-to-Day:

On a given day, you may find yourself:

• Developing objectives/goals for the call center's day-to-day activities
• Hiring, coaching, and providing training to personnel to maintain high customer service standards
• Collecting and analyzing statistics to improve performance and compile reports
• Serving as a contact for escalated calls
• Monitoring and providing coaching and assistance to CSR's
• Organizing staffing and schedule requirements
• Evaluating performance using key metrics (accuracy, call-waiting time, etc.)
• Working to improve FNOL CSR's telephone communication skills, and other procedures through training and feedback
• Overseeing and ensuring conflict resolution between associates and customers and others as needed
• Ensuring that all employees follow the company's best practices
• Communicating company goals to associates so every employee understands his or her role

What We're Looking For:

Familiarity with high volume call center software systems

• Excellent communication, management, interpersonal and leadership skills
• Intermediate knowledge of Microsoft Excel, Word, Outlook, PDF's and internet searches
• Advanced phone and verbal communication skills
• Adaptable to a teleworking environment
• Maintains reliable high speed internet connection in their home-office

Experience and Education:

• Bachelor's Degree required; Marketing, Business or Communications preferred
• 5+ years' experience in a call center environment; at least 3 years of which must have been in a supervisory capacity
• Power utility, telecommunications, and/or insurance call center experience highly desirable

Additional Information:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way states or implies that these are the only duties to be performed by the incumbent in this position. The FNOL Manager will be required to follow any other job- related instructions and to perform any other job-related duties request by any person authorized to give instructions or assignments.

Pre-employment drug testing and background check required

CMR is an Equal Opportunity Employer