Andrew Jackman

- Assigning auto claims from a dedicated territory map to appraisers or 3rd party vendors, depending on what is the best resource

- Coordinating with appraisal partners to manage workloads and prioritize assignments

- Collaborating with Dispatch team to provide coverage for other territories during PTO or CAT events

- Proactively following up on pending appraisals for status

- Maintaining accuracy while documenting changes to assignments in the file notes

- Providing customer service to both internal and external customers such as shops and appraisal vendors

- Actively monitoring and addressing email requests from independent appraisers, shop, or claim handlers via a shared inbox

- Utilizing knowledgebase to assist customers with navigating the online portal

- Processing payments for customers

- Providing timely responses to inquiring regarding membership benefits and registering new vehicles for coverage

- Prioritizing and forwarding requests for roadside assistance to the appropriate resources

- Assisting customers with promptly resolving billing issues

- Maintaining and utilizing a knowledge base to troubleshoot errors on streaming devices

- As a CS Rep II, providing knowledge support to the team, de-escalating heated customer calls

- Utilizing Excel to compile reports on team performance

- Updating and presenting training decks in Powerpoint