The Director, Contact Center is responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call handling times, low abandonment rate, high lead rates, staffing utilization & occupancy, and schedule adherence. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. The Director’s success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance.
The Director of Financial Planning & Analysis (FP&A), will report to the CFO and will be responsible for leading a team of Financial Analysts charged with providing financial decision support for strategic, business and investment decisions. This position will engage at the highest level of the organization to provide thought-leadership related to business planning and execution.
Are you a Cashier, Warranty Admin, or in Customer Service at a Dealer or repair facility
who’s ready for a Monday to Friday work schedule? Do you want a new career using your experience TODAY? We’re looking for people who want to achieve something significant and make a contribution to success on a large scale in their careers at EFG.
Throughout its 40-year history, EFG has continually demonstrated their commitment to exceed customer expectations. Customer service and claims administration standards and real-time performance is continuously projected on the company’s walls as a constant measure of performance. 95.88 percent of claims calls are answered within 90 seconds, and 96 percent of all claims are paid by corporate credit card within one hour of receipt of invoice.
EFG believes longevity and success is ultimately measured by a simple premise: keeping a promise to a customer at a time when they need it most. EFG prides itself on being a claims-honoring third-party administrator.
Customer Service Representative Job Summary:
The Vehicle & Specialty Claims (VSC) Customer Service Representative plays a critical role in delivering on the EFG promise to clients by answering questions, providing information and education pertaining to coverage, eligibility, benefits, claims resolution, and billing questions in a call center environment. The Customer Service Representative is empowered to use reasonable discretion in determining appropriate actions needed to resolve issues and satisfy customers.