Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive. A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work. Great Place to Work® Most Loved Workplace® Forbes Best-in-State Employer Account Manager **PRIMARY PURPOSE:** To direct and drive the Concierge/Performance team to success and ensure that all departmental activities and tasks are monitored and performed in an efficient and timely manner **ESSENTIAL FUNCTIONS and RESPONSIBILITIES** + Ensures that all customer expectations are met and/or exceeded to the best of ability; ensures contractors maintain high level of service; and coaches contractors to follow the program metrics relevant to their organizations. + Provides motivation and direction for the Concierge/Performance team to maximize efficiency and productivity by providing guidance in handling difficult situations. + Serves as the in-house expert in problem escalation and resolution. + Manages scheduling of appointments with homeowners, placing or receiving calls, or inquiries to schedule contractor appointments with homeowners; drives results to meet and exceeds service level agreements. + Monitors and manages the handling of special services appointments provided to field adjusters (Steep and High, Expert Opinion) and handling request calls from carrier field staff for appointments with contractors for assistance as needed. + Manages the outsourced Customer Service/Concierge relationship. + Monitors and tracks the progress of contractor repairs to ensure program criteria standards are met. Seeks resolution of challenging issues to satisfy the Carrier and Contractor while maintaining high customer satisfaction. **ADDITIONAL FUNCTIONS and RESPONSIBILITIES** + Performs other duties as assigned. + Supports the organization's quality program(s). **SUPERVISORY RESPONSIBILITIES** + Administers company personnel policies in all areas and follows company staffing standards and training recommendations. + Provides support, guidance, leadership and motivation to promote maximum performance. + Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions. **QUALIFICATIONS** **Education & Licensing** Bachelor's degree from an accredited college or university preferred. **Experience** Eight (8) years of related experience or equivalent combination of education and experience including five (5) years of management experience required. **Skills & Knowledge** + Excellent oral and written communication, including presentation skills + PC literate, including Microsoft Office products + Analytical and interpretive skills + Excellent organizational skills + Excellent negotiation skills + Ability to work independently or in a team environment + Ability to meet or exceed Performance Competencies **WORK ENVIRONMENT** When applicable and appropriate, consideration will be given to reasonable accommodations. **Mental:** Clear and conceptual thinking ability; excellent judgment and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines **Physical:** Computer keyboarding, travel as required **Auditory/Visual** : Hearing, vision and talking The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time. Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace. **If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.** **Taking care of people is at the heart of everything we do. Caring counts** Sedgwick is a leading global provider of technology-enabled risk, benefits and integrated business solutions. Every day, in every time zone, the most well-known and respected organizations place their trust in us to help their employees regain health and productivity, guide their consumers through the claims process, protect their brand and minimize business interruptions. Our more than 30,000 colleagues across 80 countries embrace our shared purpose and values as they demonstrate what it means to work for an organization committed to doing the right thing – one where caring counts. Watch this video to learn more about us. (https://www.youtube.com/watch?v=ywxedjBGSfA)