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Call Center Escalations Lead in Bedford, TX at The Amynta Group

Date Posted: 11/20/2018

Job Snapshot

Job Description

Warrantech a division of The Amynta Group.   The Amynta Group is an industry leading team of warranty and specialty risk companies as well as managing general agents. This collection of professionals and firms provides warranty and services contracts for the automotive, consumer products and specialty equipment industries, among others, and administers niche workers' compensation and contractor liability coverage in the United States and Canada on behalf of multiple carriers.

Individual should have a firm grasp on all processes within their scope of the call center and have knowledge of a call center operation. Their primary responsibilities include handling highly escalated calls from consumers and dealers, to interact with internal departments to drive resolution of escalated claim issues. 

Duties and Responsibilities

  • Manage inbound escalations from consumers and dealers.
  • Review Repair Order details to identify resolution of claim issues.
  • Expedite service delays that include service center assignments and appointments, part order delays, and other delays associated with the claim.
  • Drive performance results through daily CSR interactions and guidance
  • Partner with management team to execute performance management strategies
  • Promote team consistency of company expectations including performance goals
  • Identify and address business needs for the front line and ensure timely response
  • Motivate and drive teams to achieve desired results.
  • Answer calls as needed to assist in achieving service metric standards
  • FTE call response filler based on business needs
  • Strong desire to ensure a professional and safe work environment
  • Manage new and updated processes and procedures including team sign offs
  • Ensure physical working spaces met company standards
  • Assist in corporate policy adherence across all teams i.e. mobile device usage
  • Monitor agent schedule adherence in partnership with supervisor
  • Additional duties based on team objectives and management direction
  • Support the enterprise call center management team

Job Requirements

High School Diploma or Equivalent

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