Ars-traffic Sr Cons Ii

hace 3 semanas

Tijuana, México Integon Service Co. A tiempo completo

Job Summary:
The Local Network Lead provides support to the Assistance Center Provider Acquisition Teams and is responsible for determining the best solution for complex rescues when the initial in-network provider search process is unsuccessful. This role serves as an escalation contact for provider acquisition team members and team leads within the assistance center and is accountable for ensuring an independent service provider is secured in a cost-beneficial and timely manner. The Local Network Lead demonstrates a strong working knowledge of Allstate Roadside’s business and Network of independent service providers and leverages a strong cross-functional partnership with the Allstate Roadside Network team, Provider Acquisition Strategy Leader, and vendor managers for a successful provider acquisition program.

Key Responsibilities:

- Serves as an escalation point for the Provider Acquisition Team agents and Team Leads during the provider search and dispatch process
- Provides guidance to rescue associates and team leads on complex rescues to ensure rescues are dispatched in a cost effective and timely manner
- Maintains a strong partnership with the Allstate Roadside Network team, Provider Acquisition Strategy Leader, and vendor managers
- Builds a strong understanding of Allstate Roadside’s Network of independent service providers
- Assesses and balances provider cost and performance metrics in decision-making
- Prioritizes workload based on criticality
- Provides coaching and feedback as needed to team members on the provider acquisition process
- Shares feedback on process improvements as identified
- Maintains tracking and documentation of rescues handled and/or engaged on

Supervisory Responsibilities:
This job does not have supervisory duties

Preferred Qualifications:
Education and Experience
- Minimum of high school degree (or GED)
- 5+ years customer contact experience, preferably in the roadside assistance industry
- 2+ years as a Team Lead or supervisory role
- Ability to solve problems under pressure
- Strong strategic thinking skills
- Ability to think “outside the box” and troubleshoot process exceptions and recommend solutions
- Strong ability to adapt and prioritize workload as necessary
- Strong communication skills and ability to communicate and build relationships with independent service providers
- Ability to build and maintain relationships across business teams
- Highly developed relationship management, influencing, and leadership skills
- Ability to assess and provide feedback on business processes

Certificates, Licenses, Registrations
- None

Integon, a Great Place to Work, provides innovative technology and customer support services to major personal lines insurance providers, including Fortune 100 companies rated A+ (Superior), by A.M. Best, for financial strength.

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