Concierge Performance Associate (Remote)

Sedgwick

5d • Remote

About The Position

The Concierge Performance Associate assists Property Repair Solutions customers—including homeowners, contractors, and carriers—with questions or concerns about the program contractors and the work being performed. The role aims to meet or exceed customer expectations. Responsibilities include receiving, reviewing, and dispatching new jobs; contacting customers and contractors; monitoring pending jobs; answering customer service questions; resolving minor issues; scheduling appointments; and escalating issues when appropriate. Attendance during scheduled work hours is required. The associate also performs other assigned duties and supports the organization's quality programs.

Requirements

• High school diploma or GED.
• One year of experience in construction management, restoration and/or insurance claims and customer service.
• Excellent oral and written communication skills.
• PC literacy, including Microsoft Office products.
• Good problem-resolution skills, judgment, and decision-making skills.
• Ability to build consensus among various parties and build strong relationships.
• Strong organizational skills, accuracy, and attention to detail.
• Initiative and ability to multitask.
• Above-average keyboarding speed and accuracy.
• High level of professionalism.
• Ability to work under pressure in a fast-paced environment while maintaining a positive demeanor.
• Ability to work independently or as part of a team.
• Ability to meet or exceed Performance Competencies.

Nice To Haves

• Chronicle software experience.
• Bilingual English/Spanish.

Responsibilities

• Receive, review, and dispatch new jobs to contractors based on job type and location.
• Place outbound calls to sell programs to customers, assign contractors, make customer appointments, assist insurance adjusters, and set up program expectations.
• Monitor pending jobs and follow up with homeowners to check that the process is going smoothly and answer questions.
• Answer inbound customer service questions, resolve minor issues, schedule appointments with contractors, or escalate issues to the appropriate channels.
• Attend work during scheduled hours.
• Perform other duties as assigned.
• Support the organization's quality program(s).

Benefits

• Medical insurance.
• Dental insurance.
• Vision insurance.
• 401(k) and matching.
• Paid time off.
• Disability insurance.
• Life insurance.
• Employee assistance.
• Flexible spending or health savings account.
• Additional voluntary benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED