Supervisor, Reconstruction

Who Is Accuserve:

Accuserve is a Managed Repair Experience Company, unifying and humanizing the experience for people simply trying to take care of the things they treasure most. As an integrated community of restoration experts, we're redefining how smart, unified, and human experience can be to fix what matters most to people in extreme times of need. We are builders, innovators, community leaders, facilitators, connectors, dreamers, keepers, mothers, fathers, sisters, and brothers. We're human too and know what it means to take care of you and your property.

Job Summary:

The Supervisor, Reconstruction, is responsible for providing day-to-day supervision of the Accuserve Reconstruction team. Ensure proper assignment handling, monitor team performance, and guide the team to maintain compliance with established standard operating procedures while achieving overall business goals and metrics.

General Responsibilities

· Provide supervision, coaching, and engagement to ensure exceptional customer service and achievement of carrier, vendor, and insured KPIs.

· Support the implementation of processes, policies, and team standards. 

· Role model for delivering an exceptional customer experience every time

· Establish and maintain positive interactions with internal and external stakeholders.

· Assist with overseeing and determining settlement authorizations for team. 

· Monitor the progress of files, claims, tasks, and queues to ensure compliance.

· Adhere to and promote all customer service standards 

· Ensures sales team milestones and metrics are achieved 

· Other duties as required

· Ability to work overtime or flex schedules during high volume and CAT Events is required

Minimum Qualifications:

· Bachelors degree or equivalent combination of education/experience required

· Demonstrated experience using KPIs, dashboards, or performance metrics to manage team output.

· Previous experience in the property restoration industry preferred

· Proven ability to lead teams through operational change, performance improvement, or growth.

· 3 or more years’ experience in call center/customer service required

· Strong customer service skills to allow proper interaction with team members, leadership, and customers

· Ability to work collaboratively with peers and departments toward organizational goals

· Excellent verbal, electronic, and written communication, and customer service skills

· Detail-oriented with strong problem-solving and critical-thinking abilities

· Ability to handle conflict in a professional and courteous manner

· Ability to operate autonomously and exercise sound judgment. Presenting performance updates or insights to leadership.

· Ability to work extended hours or flex schedules during high volume and CAT Events is required

· Proficiency with technological devices, software, and applications, including Microsoft Office Suite

· Reliable high speed home broadband internet connection with minimum 25 meg download and 10 meg upload speeds and ability to connect to home internet via ethernet cord is required if working remotely

Accuserve’s Human Centric Value Proposition:

Accuserve is built on a foundation of community, fostering valuable connections, and creating an innovative approach to help you navigate the insurance landscape. Built on culture, grounded in compassion.

Accuserve Values:

Communicating and Connecting, Doing the Right Thing, Compassionately Serve, courageously making an Impact and Staying Curious.