Participates in the development and fulfillment of contract requirements or products or services. Evaluates contract compliance and advises others on contractual rights and obligations. Solves complex problems; takes a new perspective using existing solutions.
Responsibilities 1. Develops, provides oversight for, and continuously improves the systems and processes needed to manage service level agreement compliance metrics for all national account programs. 2. Provides job/claim tracking information to ensure all service level agreements are met and that individual franchise's performance meets the expectations of the assigned insurance customers. 3. Identifies franchises that are not in compliant with the program. 4. Develops and maintains both internal and customer facing service level agreement compliance dashboards (segmented nationally, by customer and by franchise). 5. Manages customer service issues for national account(s), including issue resolution tracking, reporting, and root cause analysis of customer issues/complaints that attributes to proactive action plans. 6. Uses compliance dashboards to proactively report out to all account managers so that monthly reviews with customers are conducted.
Education and Experience Requirements
Bachelor's degree or 4 years of experience in a related field required
Personal lines insurance experience preferred
Knowledge, Skills, and Abilities
Knowledgeable of business products and services (e.g. water mitigation, estimate preparation, and uploading)
Knowledgeable of insurance claims processes
Written and verbal communication skills
Customer service and compliance skills
Ability to manage multiple projects
Proficiency in Microsoft Applications (e.g. Excel, Word)
Disclaimer The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.
An Equal Opportunity/Affirmative Action Employer – of Minorities/Females/Veterans/Individuals with Disability/Sexual Orientation/Gender Identity
At Terminix®, our people bring tremendous pride and integrity to everything we do. In turn, we provide a working environment where these skilled professionals can achieve true satisfaction in their own lives.
We are proud to offer our exceptional associates competitive compensation, comprehensive benefits and outstanding opportunities for professional development. If you're committed to providi...ng the highest level of customer service, we have an ideal opportunity for you. In this position, you will apply company product to customers’ structures according to schedule and as needed based on service requests.
At Terminix, people come for a job and stay for a career. As a Terminix associate, you’ll enjoy excellent compensation and benefits as well as the opportunity for the professional growth and respect that comes from working for an industry leader. Qualified candidates must have a high school diploma or general education degree (GED). We perform criminal background checks, motor vehicle record checks and drug screening.