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Services Representative Sr

Company: Sedgwick Claims Management Services, Inc.
Location: Irving
Posted on: June 8, 2021

Job Description:

The 'Apply with SEEK' option will be utilized for International applicants, mainly Australia. If this does not apply to you please use the 'Apply' option.

Services Representative Sr

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 27,000 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.

This is not a Call Center Position.

Work Schedule is Monday - Friday

We offer benefits on day one:

  • 401K
  • Medical, Dental, Vision
  • Generous PTO package
  • Business Casual Dress Code

Position Purpose:

This role is expected to communicate with customers, financial institutions, attorneys, and auto dealership personnel to coordinate the buyback of vehicles on behalf of the client, including but not limited to: mailing, calling, emailing and faxing appropriate parties to complete required tasks. To coordinate all assigned customer activities related to Automotive Manufacturer reacquired vehicles. These activities include, but are not limited to, document collection, financial calculation, presenting buyback offer and negotiation, where necessary. Provides resolution for difficult issues and assignments. They must have an understanding and be compliant with the necessary paperwork and the vehicle surrender requirements of each states guideline and be able to complete tasks in a timely manner.

Key Position Activities:

Provide exceptional customer service at all times to customers

De-escalate customers with prolonged vehicle issues

Liaise between manufacturer, dealer, and customer

Administrative tasks/data entry

Build and maintain client/customer relationships

Strengthen clients' brand & maintain trust between client and customer

Update customer database systems with owner record changes, diary note entries, and workflow case to completion

Escalate customer or dealer issues to manager as appropriate

Ensure quality of service on all phone calls

Ability to multi-task with phone and computer

Adhere to company policies and responsibly manage time & attendance

Assist with other duties as assigned

Scope of Work:

Contacts

(Internal/External):

Daily contact with customers, financial institutions, attorneys, and auto dealership personnel to coordinate the buyback of vehicles on behalf of the client and the necessary paperwork involved.

Regular contact on each assigned case to ensure the client's customer satisfaction.

Financial Responsibility:

N/A

Direct Reports:

N/A

Education and Experience Required:

Type 40+ WPM, meet required data entry and customer service experience assessments

Exceptional verbal and written communication & Phone de-escalation skills

High School Diploma or GED required

Bachelor's degree preferred or some college course work completed 2+ years of customer service experience preferred

Solid verbal communication skills with professional telephone and email etiquette

Basic math, reading, writing, organizational skills, and problem-solving capabilities

Experience in the Automotive Industry preferred

Meet background verification requirements

Key Competencies:

Demonstrates the ability to understand and manage complex processes

Demonstrates the ability to have strong discipline in time management and multi-tasking

Demonstrates the ability to take appropriate actions to ensure that customer, dealer, and Client representatives' needs are met which includes proactively searching for ways to shorten process cycle time while increasing customer satisfaction, with minimal to no direction from management.

Demonstrates the ability to speak clearly and convey information orally, both on an individual basis and in a group.

Demonstrates the ability to draft written communication, both on an individual basis and in a group.

Demonstrates the ability to positively and confidently share opinions and feelings in the spirit of cooperation and team building. Accurately communicates with others regardless of their status or position.

Demonstrates the ability to deal openly and honestly with customers and management while building credibility and maintaining trust. Exhibits empathy and sensitivity for the needs of customers, dealers, and Client representatives. Is perceived by others as being helpful and supportive.

Other (i.e. physical requirements, travel, etc. that is not covered above:

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

Keywords: Sedgwick Claims Management Services, Inc., Irving , Services Representative Sr, Other , Irving, Texas

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