Customer Service Advisor (Accident Management Team) Remote
Job description
A Customer Service Advisor (Accident Management Team) is responsible for converting all accident assistance related inquiries into repair opportunities and subsequently deploying to the most suitable repairer and/or mobility provider in accordance with business and client requirements and SLAs. It is also the Customer Service Advisor (Accident Management Team) responsibility to take ownership of the claims they capture into the Avant Networks and progress the claim through the repair claim life cycle to completion. All Customer Service Advisors are responsible for delivering excellent customer service at all times.
The key responsibilities include
- Answering and actioning all accident assistance inquiries.
- Selling the features and benefits of accident assistance programmes to customers.
- Identifying and converting opportunities to sell ‘Avant repair services’ to ensure repair opportunities are maximized.
- Ensuring the deployment of all repair instructions to the most appropriate and suitable repairer in accordance with work stream parameters.
- Ensuring all accident management claims are managed efficiently and effectively to completion.
- Adherence to Avant’s Customer Service Advisor best practice guidance.
- Delivering excellent customer service and satisfaction at all times.
- Effective liaison with other departments in the business.
- To respond and resolve inquiries and problems related to claims.
- To assess problems and judge when to pass complex queries on to colleagues or managers.
- To respond to email inquiries from multiple sources and mailboxes.
- Undertaking general claims tasks and administration as required.
Accountabilities; individual performance is measured against the following key areas
- Calls answered on accident assistance lines.
- Calls answered within business and customer SLA’s.
- Identification of repair opportunities.
- Conversion of opportunities into fault repair deployments.
- Conversion of opportunities into non-fault referrals.
- Ensuring all repairs are progressed in accordance with system milestones through to completion. Knowledge, Skills and Abilities
- Previous experience within a telesales role.
- Experience in accessing and determining liability within a claim centre.
- Selling skills with the ability to promote the benefits of a service.
- Proven sales experience in a similar role.
- Excellent telephone and communication skills.
- Good listening skills.
- Good planning and analytical skills.
- Good organisational and time management skills.
- The ability to work well under pressure.
- Good numeracy and literacy.
- The ability to prioritise and manage your own workload to meet business requirements.
- Experience of working towards deadlines and performance objectives.
- Delivering performance related targets in a telesales environment.
- Basic knowledge of Microsoft Office packages.
Additional (desirable)
- Knowledge within the accident management environment.
- Knowledge of motor claims management and body repair.
About TRCGroup:
We break the mould when it comes to recruitment agencies. With a straight-forward approach, we know how to get results for both our candidates and clients. As a multi-vertical recruitment agency, we source candidates for both temporary and permanent contracts across a range of disciplines.When you choose to work with The Recruitment Crowd, you’re choosing a team of devoted recruitment consultants who will only find the perfect fit for you.So if you’re looking for a recruitment agency in Leeds that provides a reliable service and trusted advice, The Recruitment Crowd have you covered. As far as recruitment agencies go, we’re a bit different! We’re friendly and talented and know our stuff!A job shouldn’t be a drag and that’s why we listen to individual candidate needs and match them perfectly to our clients. We invest in every candidate, addressing individual goals to ensure everyone comes out on top. That means reliable, professional, no bull recruitment.
