Supervisor, Client Services
Crump Roofing
full-time
Posted on:
Location Type: Remote
Location: Pennsylvania • United States
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Job Level
Tech Stack
About the role
- Responsible for the supervision of a staff of Case Managers
- Establishes individual and team priorities
- Monitors workflow and customer service efforts of staff
- Works with internal departments, including Underwriting and Sales, to ensure overall customer satisfaction to meet departmental quotas and business objectives
- Makes or recommends employment, termination, and performance improvement plans
- Conducts performance and salary reviews
- Assigns team workload and coordinates staffing needs
- Prioritizes and balances on-going case management workload among staff
- Provides and/or oversees case management on-boarding and training
- Responsible for on-going educational and career development of existing staff
- Act as key escalation point for case level concerns
- Performs regular audits to ensure cases are processed effectively and service standards are met
- Meet with staff regularly to review audit results and coach accordingly
- Work with carriers, producers, sales staff and any other internal staff to respond and resolve escalated case management Client Services issues
- Understands client contractual arrangements to best manage account relationships
- Actively involved in case management responsibilities on unique, large, and/or complex cases
- Manage the hiring process to include screening potential candidates and conducting interviews
- Work with VP to maintain overall staffing levels
- Makes or recommends termination, and performance improvement plans
- Leading regularly scheduled meetings with staff to review sales goals, priority cases, provide general updates and information, and identify opportunities for improvement in process
- Participate and/or facilitate regularly occurring meetings with sales counterparts to help drive business
- Review weekly customer satisfaction surveys and call on any applicable cards
- Provide Manager and Sales VP with a summary of calls and take-aways
Requirements
- Effective interpersonal and written communication skills
- Ability to provide excellent customer service to both internal and external customers
- Effective time management skills
- Ability to prioritize and accomplish multiple tasks simultaneously
- Capable of working independently as well as in a team environment
- Ability to work in a self-directed fashion
- Four-year college degree in business or a related field or equivalent combination of education and relevant experience
- Ability to work without close supervision and to exercise independent judgment and problem solving in a professional area
- Demonstrated time management and organizational skills
- Strong attention to detail and accuracy
- Ability to communicate precisely and professionally in both verbal and written communication with internal and external customers alike
- Ability to react to change in a productive and positive manner
- Ability and willingness to support team to accomplish team goals
- One year of experience as Senior Case Manager
- Proven leadership ability
- Solid interdepartmental, carrier, and external customer relationships
- High level understanding of all Crump internal departments and how they relate to case management process
Benefits
- PTO
- medical
- dental
- vision
- retirement savings
- disability insurance
- life insurance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
case managementperformance improvement plansauditscustomer satisfaction surveysstaffing managementhiring processtraining and developmentworkflow monitoringinterviewingproblem solving
Soft Skills
interpersonal communicationwritten communicationtime managementorganizational skillsattention to detailteamworkindependent judgmentadaptabilityleadershipcustomer service
Certifications
four-year college degree in business or related field