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Customer Care Coordinator II

Company: Sedgwick Claims Management Services, Inc.
Location: Irving
Posted on: November 18, 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. Customer Care Coordinator II 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 various buyback vehicle activities or reimbursement activities on behalf of the client, including but not limited to: mailing, calling, emailing and faxing appropriate parties to complete required tasks. They must have an understanding and be compliant with the necessary paperwork and vehicle remarketing or reimbursement requirements of each Client's guidelines and be able to complete tasks in a timely manner. Key Position Activities: Provide exceptional customer service at all times De-escalate parties with prolonged process issues Liaise between manufacturer, dealer, and other 3rd parties Administrative tasks/data entry Build and maintain client/3rd party relationships Strengthen clients' brand & maintain trust between client and 3rd parties Update customer database systems with owner or vehicle record changes, diary note entries, and workflow case to completion Escalate customer, dealer or 3rd party 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 Understand and become proficient within our various case management systems Scope of Work: Contacts (Internal/External): Daily contact with dealership personnel, financial institutions, and other 3rd parties to coordinate the remarketing or reimbursement related processes of vehicle buybacks or recall related activity on behalf of the client. This includes any necessary paperwork involved. Regular contact on each assigned case to ensure the highest level of quality service. 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 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 a professional telephone etiquette Basic math, reading, writing, organizational skills, and problem-solving capabilities Meet background verification requirements Key Competencies: Demonstrates the ability to identify and understand the process needs, takes appropriate actions to ensure all parties involved needs are met and proactively searches for ways to increase Client 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 confidence and collaboration for the needs of parties invovled. Is perceived by other as being helpful and supportive. Other (i.e. physical requirements, travel, etc. that is not covered above: Position requires the following physical activity: Grasping - frequently apply pressure to an object with the fingers and palm Hearing - constantly perceiving the nature of sounds at normal speaking levels with or without correction Reaching - frequently extend hand (s) and arm (s) in any direction Repetitive motion - frequent substantial movements (motions) of the wrists, hands and/or fingers Seeing - constantly use visual acuity to determine the accuracy, neatness and thoroughness of the work assigned or to make general observations Sitting - frequently sit for sustained periods of time Talking - constantly expressing or exchanging ideas by means of the spoken word Visual acuity - Must have close visual acuity to perform activities such as, preparing and analyzing data and figures, viewing a computer terminal, extensive reading, filing papers, operating a vehicle, etc. Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

Keywords: Sedgwick Claims Management Services, Inc., Irving , Customer Care Coordinator II, Other , Irving, Texas

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