Scorecard Performance Associate

Location

Hybrid - US

Type

Full Time

We Are Paul Davis! Our company's mission is to provide opportunities for great people to deliver best-in-class results. 

Join Our Dynamic Team as a Scorecard Performance Associate!

Are you a seasoned Scorecard Performance Associate with experience in business or construction?  Are you looking to leverage your expertise in a role that offers varied and challenging work? Our company, a leading parent organization that owns and operates multiple franchise locations across North America, seeks a Scorecard Performance Associate to join our robust Claims Force/Quality Assurance Team.

We are seeking a dedicated and experienced Scorecard Performance Associate who will be responsible for ensuring local franchise offices are compliant with the Program SLA and guidelines. This position drives program performance to meet or exceed Carrier expectations on their scorecard metrics and increase referrals and carrier relationships with the Paul Davis Network.

Why Join Us?

  • Competitive salary and benefits package
  • Work with a dynamic team committed to excellence
  • Medical, Dental, Vision, Life, Disability & 401(k) benefits
  • Paid Holidays, Vacation, Sick Days, and Volunteer Days
  • Career growth opportunities within a fast-paced and innovative environment
As a key member of the Claims Force Team and the broader US Operations Team, this position reports to the Scorecard Performance Manager and is responsible for ensuring local Franchise offices are compliant with Program SLA and Program guidelines. This position assists in driving Program performance to meet or exceed Carrier expectations on their scorecard metrics to increase referrals and carrier relationships with the Paul Davis Network.
 
As a key member of this team, this position leverages the skills and relationships of other Operations Team members to improve scorecard performance to Carrier expectations. 

Essential Duties/Responsibilities:
  • Assist in tracking carrier scorecard compliance metrics by office. Once offices are identified to require improvement, the Scorecard Performance Associate will reinforce standards and drive improvement by using the performance scorecard. Initiatives will be delivered through coaching and accountability. 
  • Work with the Operations Team and Business Development Team to drive performance to carrier scorecard expectations
  • Locate areas within processes for improvement and provide these areas to the Scorecard Performance Manager
  • Assist the Scorecard Performance Manager in targeting trend reports and developing initiatives for the Network
  • Enforce strategic initiatives for the Network to improve scorecard performance as quickly as possible
  • Work with individual offices to identify areas for improvement in scorecard performance. Hold offices accountable to minimum performance metrics and coach on how to improve scores to increase leads.
  • Oversee and monitor compliance tasks in RMS 
  • Ensure all offices on programs adhere to all SLAs best practices
  • Recommend suspension to the Scorecard Performance Manager or other accountability measures for offices that fail to reach and maintain minimum standards
  • Reporting on metric standards to Scorecard Performance Manager
  • All other duties as assigned
Competency - Knowledge, Skills, and Abilities:
  • Knowledge of Microsoft Office applications (Outlook, Word, Excel, PowerPoint)
  • Customer Service, administration, and organizational skills 
  • Strong ethics and integrity in building personal relationships with everyone you meet
  • Ability to learn and operate our primary operating systems:  CMS, RMS, Xactimate, XactAnalysis, Mobile Claims, Claims Connect, Profile Gorilla, Contractor Connection, SharePoint, One Drive, and other software systems
  • Ability to create documents, reports, and spreadsheets   
  • Ability to answer and communicate with customers over the phone 
  • Ability to work office equipment (fax, scanner, printer, phone system, computers) 
  • Ability to work independently 
  • Stress management and composure 
  • Maintain a level of confidentiality 
  • Ability to follow our Paul Davis Values, Vision, Mission, and 10 Serving Basics 
Required Education & Experience:
  • College Degree or equivalent work experience
  • Customer Service experience 
  • Knowledge and experience in Insurance Restoration and working with Carriers and TPAs (third-party administrators)
 Preferred Education & Experience:
  • College Degree or 3 - 5 years of management experience with people 
  • Five or more years of experience within the restoration industry or related industry 
  • Experience working with insurance carriers or TPAs 
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 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 documents 
  • Must be able to communicate and converse with customers over the phone 
  • Occasionally will lift up to 10lbs
  • Ability to safely operate a company vehicle  
Work Environment  
The employee will be working indoors.  The employee will be exposed to air conditioning and heat.  The employees will be exposed to normal noises throughout the office. 
 
Travel   
This position will require up to 25% (as needed). This position may require travel for company meetings/events and training or site visits.   

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.
 
A “reasonable accommodation” is a change or adjustment to a job or work environment that allows a qualified individual with a disability, defined as a physical or mental condition that is permanent, ongoing episodic, or of some persistence, and is a substantial or significant limit on an individual’s ability to carry out important functions (or as otherwise defined by federal or provincial law), 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 race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by provincial or federal law.

About Us:
Paul Davis Restoration, Inc. is a national franchise organization that provides property damage emergency services, restoration, and reconstruction services for residential and commercial properties due to water, fire, mold, storm, and other disasters. The Paul Davis Network is made up of more than 340 franchises across the US and Canada. Since 1966, we have helped more than 2 million property owners restore their properties and lives.  Paul Davis Restoration, Inc. is owned by FirstService Corporation, a global leader in the rapidly growing real estate services sector. [More information about Paul Davis can be found at www.PaulDavis.com].  In our business, the training of local marketing professionals is critical to the continued success of the Network.

If you are ready to take on a challenging and rewarding role that offers both variety and the opportunity to make a significant impact, we would love to hear from you. Apply today to join our team and help shape the future of Paul Davis!

Make an impact now: Paul Davis is proud of our 56+ year heritage serving people in their time of need when facing disaster and having their worst day. We are a customer, employee, and client-focused company, passionately serving our community in its time of need and becoming an indispensable partner to our clients through our dedicated work! WE ARE PAUL DAVIS!

Flexible work from home options available.

Compensation: $50,000.00 - $60,000.00 per year

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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