Sr. Manager Customer Relationships

CRS is an industry leader with 35 years of history as a trusted partner to insurance carriers, assisting their policyholders in times of crisis.  

Temporary Housing: We coordinate accommodations during time of crisis after a home displacement event until the policyholder returns to their permanent residence.

Managed Repair Program (MRP): Our service connects carriers, policyholders and contractors, enabling a quality and efficient restoration process for the damaged property.

As part of our commitment to a safe and trusted workplace, CRS requires all new hires to complete a pre employment background check and drug screening. Full details will be shared if an offer is extended.

Our office is in North Central Phoenix.  New employees typically complete in-office training for the first few weeks.  The majority of our positions have a hybrid schedule, with Managers coming to the office 1-2 times per week, or as requested for training and/or meetings.  This position will require in person and virtual training with our Director of Sales before potential hybrid work options become available.  Standard business hours, Monday through Friday. 

Computer and phone equipment will be provided. If working remotely, you must have reliable high-speed internet service and a suitable workspace at your residence. 

This position has an annual salary of approximately $70,000.00-$90,000.00 annually, depending on education and experience. This position is also eligible for bonuses and commission based on growing the business.

Job Summary:

We are seeking a high-powered Sales leader to focus on growth!   The Sr. Manager, Customer Relationships role will focus on the development of client relationships that yield revenue opportunities as well as focus on growth and development of the Relationship Managers. This position is responsible for planning, directing, and coordinating the Sales of a designated customer base and ensuring and improving the performance, productivity, efficiency and profitability of their assigned Relationship Manager team. 

Supervisory Responsibilities:

• Foster a team environment, motivate team members to achieve goals, and ensure the team is committed to increasing referrals and delivering outstanding customer service.
• Coach and provide guidance to direct reports. Ensure clarity around priorities and goals for the team and individually.
• Monitor performance of staff members, identify areas in need of improvement and implement improvements. Guarantee both quality and timely service is being provided. Manage quality and quantity of employee productivity. Improve quality results by studying, evaluating, and re-designing processes; establish and communicate service metrics; monitoring and analyzing results; implementing changes.
• Audits calls of employees to provide feedback on successes or areas of opportunities.
• Audits files when necessary to ensure outstanding customer service
• Assists with new hire and experience employee development, training, and side by side coaching.
• Back up to on call employees and on call duty when necessary.
• Conducts performance evaluations.

Duties/Responsibilities:

• Assist IT with product testing, release implementation and training.
• Achieve service objectives by contributing customer service information and making recommendations to the department head. Prepare and completes action plans, implementing production, quality, and customer service standards by resolving problems, completing audits, identifying customer service trends, identifying system improvements, and implementing changes.
• Include but are not limited to phone support, out of office coverage, customer relations and retention and customer development. Ensure customer satisfaction by prompt and proper resolution of questions, and escalated issues when necessary. Assist with other overflow operational duties while maintaining accurate data in Salesforce.
• Travel with individual team members and teams when necessary, including attendance at conferences, golf tournaments, etc.
• Ensure customer satisfaction by prompt and proper resolution of questions and issues via email and telephone communication.

• Manage high volume email, as well as inbound and outbound telephone calls for claim handling, while documenting activities related to the claim in the company’s computer system.
• Performs other duties as necessary or assigned.

• Demonstrated leadership skills to effectively develop and lead a high performing team, support less experienced employees with on-the-job training, problem resolution, and handling difficult situations in a pro-active and positive manner.
• Demonstrated coaching and counseling skills used to effectively develop high performing employees; influence and change behavior and assist employees to achieve a high level of success and productiveness.
• May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects. Flexible schedules may include evenings, weekends, and holidays.
• Excellent written and verbal communication skills.
• Strong problem-solving skills with a proactive and innovative focus.
• Must demonstrate accuracy, attention to detail, and excellent organization skills.
• Strong ability to multitask. Sense of urgency and deadline oriented.
• Ability to demonstrate compassion and handle sensitive information.
• Proficient with Microsoft Office Suite (Outlook, Word, Excel, etc.)

Education and/or Experience:

• Five or more years supervisory experience and quality training preferred.
• High School Diploma or equivalent required, completion of Bachelor’s Degree preferred.
• Three or more years of customer service experience.