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Territory Operations Manager in Queens, NY at Heritage Insurance

Date Posted: 1/26/2018

Job Snapshot

Job Description

Position Summary:
Responsible for the direct supervision and accountability of the internal and external staff responsible for the remediation of claim damage. Provides daily oversight of remediation process and ensures the proper mitigation of claim damage. Responsible for the staffing, training and development and supervising and/or management of assigned teams.

• Builds effective and efficient teams that delivers quality customer service on a consistent basis.
• Provides leadership and growth goals for team members as well as working with teams to achieve company goals.
• Assists in recruiting, interviewing, hiring and training new underwriting and customer service staff members.
• Conducts timely performance reviews and feedback sessions.
• Oversees a crew of Claims Response Technicians.
• Maintains all certifications, licenses, and skills needed to perform all job descriptions underneath.
• Reviews and confirms safety of the job site. Performs field audits to ensure quality control and customer satisfaction.
• Conducts inspection of vehicles and provides for ongoing vehicle maintenance. Reviews quarterly vehicle inspections obtained by the Internal Support team.
• Reviews weekly safety programs and provides training on a scheduled and ad hoc basis.
• Maintains equipment inventory. Ensures an adequate level of supplies is maintained. Manages distribution of supplies and maintains inventory control
• Acts as liaison between in-house claims personnel and technicians as needed.
• Handles and resolves special cases/problem claims. Resolves customer experience service issues.
• Communicates with co-workers, management, clients, and others in a courteous and professional manner.
• Builds effective and efficient teams that deliver quality customer service on a consistent basis.
• Assists in recruiting, interviewing, hiring and training new staff members; conducts timely performance reviews and feedback sessions.
• Backs-up technicians during workload surges and/or Catastrophe operations as needed to include working significant overtime during designated CATs.
• Works remotely from field truck. Travels outside territory to assist other offices with catastrophic events. Some overnight travel maybe required.
• Participates in special projects as assigned.
• Maintains the integrity of the company and products offered by complying with federal and state regulations as well as company policies and procedures.

Job Requirements

• High School Diploma or equivalent required; Associate’s Degree preferred.
• WRT, ASD and AMRT certifications and 6-20 General Lines Adjuster required.
• Unrestricted, clear Driver’s License and Auto Insurance.
• 3-5 years’ of water/mold restoration experience and 1 year supervisory experience and/or 1 year as a SCRT required.
• Experience with Xactimate/XactAnalysis/XactNet a plus.
• Proficiency with Microsoft Office products required; internet research tools preferred.
• Excellent communication skills and ability to interact on a professional level with internal and external personnel.
• Demonstrated customer service focus / superior customer service skills.
• Demonstrated ability to research, conduct proactive investigations and negotiate successful resolutions.
• Results driven with strong problem solving and analytical skills.
• Ability to work independently in a fast paced environment; meets deadlines, and manages changing priorities effectively.
• Detail-oriented and exceptionally organized
• Collaborative partner; ability to contribute to a positive work environment.



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