Customer Service Supervisor

JM Family Enterprises - Deerfield Beach, FL

Full-time - Mid Level

Onsite - Deerfield Beach, FL

Administrative and Support Services

About the position

The Mechanical Claims Supervisor at JM Family Enterprises is responsible for leading a team focused on mechanical claims authorization and customer service delivery. This role involves motivating team members, analyzing key performance indicators, and implementing process improvements to enhance productivity and service levels. The supervisor will also handle escalations and complex claim situations, ensuring effective communication with both internal and external stakeholders.

Responsibilities

• Provide support related to operational impacts of Mechanical Claims evolution with technology.
• Offer leadership and development opportunities for associates.
• Ensure ongoing feedback, coaching, and development for team members.
• Continuously evaluate key performance indicators and reporting tools for process improvements.
• Maintain processes and procedures to ensure efficiency and meet performance objectives.
• Communicate department impacts with teams effectively.
• Work on special projects related to key initiatives and process improvements.
• Act as the point of contact for escalations and claim disputes, providing customer support and resolution.
• Monitor, review, and audit mechanical repair claims for proper adjudication.

Requirements

• 5+ years of experience in the Automotive repair Industry preferred.
• Understanding of JM&A Products and Services is a plus.
• Demonstrated leadership skills and experience in change management processes.
• Ability to work collaboratively across organizational levels.
• Strong analytical and critical thinking skills, along with presentation skills.
• Proven ability to multitask and manage multiple tasks effectively.
• Experience with contact center management platforms such as Alvaria, Ring Central, and Salesforce is a plus.
• Proficient in Microsoft Office Suite, including Microsoft Teams (Excel, PowerPoint, Word, etc.).
• High school diploma or GED required; Bachelor's Degree is a plus; Bilingual is a plus.

Nice-to-haves

• Automotive mechanical repair knowledge preferred.