2156 Concierge Performance Associate-Call Center Concierge Performance Associate-Call Center #V16644173 Add to Bookmarks Refer a Friend Share Functional Group Customer Service / Call Center Full-time Regular - Full Time Job Title Concierge Performance Associate-Call Center Position Type Regular - Full Time Requirements Training is approx. 3 weeks with training hours of 9am to 6pm. Once training is complete regular shift is 11:30am to 8:00pm Monday through Friday. Location Chicago, IL Job Description Concierge/Performance Specialist With history dating back to 1790 in London, Vericlaim, a Sedgwick company, has grown into one of the world's leading providers of loss adjusting and claims management services. We aim to provide meaningful, challenging work; a culture of learning with a focus on personal and career growth; and a competitive salary and benefits package to create opportunity for our colleagues. We strive to continually build upon our long-standing reputation for excellence and customer-focused service in the property, casualty and marine insurance arenas. Vericlaim has over 170 domestic branch locations covering all 50 states, the U.S. Virgin Islands, Canada and the UK. Vericlaim is committed to providing career opportunities to veterans and military spouses. We value diversity and inclusion in our colleagues and are devoted to delivering innovative, industry-leading solutions by recruiting, retaining, developing, and engaging the best and brightest people. PRIMARY PURPOSE: To assist VeriClaim 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 VeriClaim 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