Manager, Concierge Services

Location

Fully Remote - US

Type

Full Time

Join Our National Team as a Manager, Concierge Services! 

Are you looking to leverage your expertise to grow a role that offers varied and challenging work? Our company, a leading parent organization that owns and operates 300+ franchise locations across North America, seeks a Manager, Concierge Services.

The Manager, Concierge Services will serve as the manager of in-house, and outsourced dispatch and assignment resources for all direct insurance accounts, focusing on transactional activities and problem solutions.  This position will focus on the creation of workflow efficiencies and execution, with an eye on opportunities for top-line revenue growth on direct accounts.  This role will work with Business Development, IT, and Strategic Accounts to ensure the successful implementation and ongoing management and maintenance of these accounts. 

Position: Manager, Concierge Services
Reports to: Vice President, Strategic Accounts
Location:  Remote

Essential Duties/Responsibilities
 
  • Responsible for the performance of in-house or outsourced call solutions for direct carrier partners.
  • Function as the primary contact with outsourced call solutions and IT as it relates to program dispatch and workflows. 
  • Oversee and institute triage workflow and procedures necessary to meet the service and quality requirements on escalations from direct accounts.
  • Analyze and appraise the effectiveness of operating procedures and processes of Brand Experience Center 
  • Update and communicate on an ongoing basis with VP of Strategic Accounts and Business Development leadership
  • Provide data analysis of assignment trending and escalations on direct client business.
  • Provide support to Senior Leadership of the Business Development Department as it relates to the management of new and existing accounts with insurance and non-insurance partners.  
  • Participate on sales and marketing calls as necessary to assure a smooth transition of accounts 
  • Deliver presentations to PDR Owners School, district meetings, the PDR annual convention, and the Strategic Marketing Committee as requested
  • Analyze and recommend programs and procedures that are in the best interest of all parties.
  • Other duties as assigned
 Competency – Knowledge, Skills, and Abilities:  

  • Knowledge of Microsoft Office applications (Outlook, Word, Excel)
  • Knowledge of marketing, sales, and operations within our company 
  • Knowledge of cost analysis techniques 
  • Knowledge of XactAnalysis, RMS, and other dispatch and reporting of claim transaction systems 
  • Customer Service Skills 
  • Communication skills 
  • Typing and administrative skills 
  • Priority management
  • High organizational skills
  • Public speaking skills 
  • Stress management and composure 
  • Ability to learn and operate our primary operating systems:  RMS, Verisk, CoreLogic, Contractor Connection, ADP, SharePoint, and One Drive
  • Ability to create documents 
  • Ability to answer and communicate with customers and staff over the phone 
  • Ability to work office equipment (computers, fax, scanner, printer, phone system, etc.) 
  • Ability to work independently and make decisions
  • Maintain a level of confidentiality 
  • Ability to maintain a satisfactory background check 
  • Ability to follow our Paul Davis Values, Vision, Mission, and 10 Serving Basics 
Required Education and Experience  
  • High School Diploma or GED required 
  • Bachelor’s Degree or equivalent field experience 
  • Experience and knowledge of the systems used in dispatch and reporting of claim transactions 
 Preferred Education and Experience
  • Restoration and or insurance carrier/industry experience 
  • Certification(s) in Claims Handling 
Physical Requirement
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is occasionally required to sit, climb or balance, stoop, or kneel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

  • Must be able to stay in a stationary position up to 100% of the time 
  • The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
  • Constantly operates a computer and other office productivity machinery, such as a calculator, fax machine, copy machine, and computer printer
  • Must be able to observe and perceive information on a computer and with documents 
  • Must be able to communicate and converse with customers over the phone and in writing 
  • Occasionally will lift up to 10lbs
  • Ability to safely operate a company vehicle  
Work Environment  
The employee will be working remotely in their home office or in the corporate office and will be exposed to normal conditions of air conditioning and heat.  Most work will be conducted over email, video conferencing, and telephone.  Employee must have access to a stable internet connection when working out of office.  Employee must use provided VPN technology to securely connect remotely. The successful person must be productive with minimal supervision.
 
Travel   
This position may require up to 30% travel.  This position may require travel for company meetings/events and training opportunities.   
 
Reasonable Accommodation for Disability   
Any applicant or employee who believes that a reasonable accommodation is required for purposes of federal or state disability law is required to contact Human Resources to begin the interactive exchange process.
 
The ADA defines “reasonable accommodation” as a change or adjustment to a job or work environment that allows a qualified individual with a disability to satisfactorily perform the essential functions of a particular job and does not cause an undue hardship for the employer.
 
Disclaimer    
Paul Davis Restoration is an equal opportunity employer.  Paul Davis Restoration provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.
 
The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

This is a remote position.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Company Website: pauldavis.com

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