Consultant, Technical Support, Customer Service​/HelpDesk

PRIMARY PURPOSE

To deliver exceptional service to customers on substantial loss assignments which require coordination of multiple departments and functions; to serve as a resource for all concierge functions and systems.

• Triages substantial residential and commercial property losses by assessing job needs and determining which contractor(s) will be assigned to the jobs.
• Serves as the point of contact for high net worth clientele.
• Responsible for dispatching and coordinating multiple trades on large jobs with repair plans.
• Coordinates with other support departments to ensure seamless transactions for clients monitoring the job throughout the entire process to ensure adherence to procedures of the referring client.
• Assists with special projects and training of new colleagues on processes and systems.
• Attendance during scheduled work hours is required.

• Performs other duties as assigned.
• Supports the organization's quality program(s).

High school diploma or GED required.

Three (3) years of customer concierge or claims customer service experience or equivalent combination of education and experience required.

• Strong knowledge of concierge department systems and processes
• Detailed knowledge of other support departments
• Demonstrated ability to resolve issues and handle conflict
• Detailed knowledge of managed repair strategies and processes
• Demonstrated ability to work with other departments to accomplish objectives
• Strong oral and written communication skills, including presentation skills
• PC literate, including Microsoft Office products
• Strong organizational skills
• Excellent interpersonal skills
• Ability to work independently or in a team environment
• Ability to meet or exceed performance competencies
• Bi-lingual English/Spanish a plus

When applicable and appropriate, consideration will be given to reasonable accommodations.

• Mental:
  Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines.
• Physical:
  Computer keyboarding, travel as required.
• Auditory/Visual:
  Hearing, vision and talking.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.