Job Title: National Service Manager
Type of Company: My company is in the insurance business. We assist insurance adjusters when there is a personal property loss.
Education: BA, Business
Previous Experience: I worked in a start-up company before doing work in a similar capacity with the same CEO.
Job Tasks: My primary responsibility is to keep our customers happy so that they continue to use my organization for the services we provide. I spend a good portion of my day on the telephone either gathering information about a new claim, updating information on a current one or assisting the person who's insured with a list of the personal items that were either lost or damaged. I need to be compassionate to the people who have just experienced a loss because they typically don't know what to expect. So I take my time and allow them to voice their concerns. If we keep the insured happy then the adjuster who's referred the work to us will be happy and therefore will continue to send us all of his losses when he receives them. I then work with our operations team to orchestrate the claim so that it is completed in a timely manner and accurately. Once our field team has been onsite, inspected the loss and gathered all the information necessary for a complete inventory then it is handed off to another person to price. Once it is priced and reviewed the final claim valuation report will go to the adjuster so they can share it with the insured.
Best and Worst Parts of the Job: The best part of the job is knowing that you're helping people who have just experienced a loss and getting them back on their feet. The worst part of the job is dealing with a difficult customer who, no matter what you do, will never be satisfied.
1. Be a good listener. Stop and hear what the people have to say.
2. Be pro-active, not reactive.
3. Smile. No matter how bad a day you're having don't bring the others around you down too. Plus, it will be heard over the phone.
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