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Vice President, Customer Care Center

2 months ago

Phoenix, United States ATI Restoration, LLC Full time

Vice President, Customer Care Center

#479 {{jcity}}{{jstate}} Area of Interest Other Position Type Full-time Job Description ATI Restoration, LLC. (ATI)—a national leader in restoration, environmental remediation and reconstruction—is seeking a Vice President, Customer Care Center to manage its national 24/7 contact center operations, driving performance and excellence. Driven by our passion to help people recover from property losses, ATI is poised to generate double-digit, year-over-year growth well into the future. The role of the

Vice President, Customer Care Center is a pivotal senior management position and will support ATI’s plans for growth. Responsibilities

ATI Restoration LLC has an exciting opportunity for an experienced leader to oversee the establishment and ongoing operations of our Customer Care Center.

The primary role of this leader is to organize and build on our existing structure and resources and develop the capabilities necessary to provide outstanding account management services for our customers. This will include working across the enterprise to align additional lines of business to complement our offering, building processes, guidelines and SLA’s, building a team, and working with key stakeholders to expand automation, data analytics and self-service functionality for our clients. This leader will be responsible for the oversight and growth of the Customer Care department with a focus on meeting the needs of our clients and providing exceptional service.

The Vice President, Customer Care Center will work closely with leadership across ATI, especially operations, sales, and corporate functions to ensure efficient operations, responsiveness to challenges, and support as needed.

The successful candidate will be passionate about customer, employee and client experience, and have a drive to add value across interactions. We are looking for someone who is highly motivated, organized, and has a positive outlook, along with a natural drive to grow, problem solve, and think outside the box.

Specific Duties

Provide overall leadership to the ongoing performance of the Customer Care Center. Engage with clients to discuss use of service center, gain feedback and stay aligned on user experience, areas to improve and areas of most importance. Through purposeful engagement with ATI leadership, identify areas of opportunity to strategically evolve and build capability within the Customer Care Center. Identify gaps, overlaps, conflicts, and barriers to an efficient, responsive and cost-effective Customer Care Center. Consult and partner as appropriate across ATI's regional operating units with potential synergy. Ongoing review of lines of business and capabilities. Develop and maintain an understanding of trends in the marketplace involving Service Centers. Identify and implement AI-enabled solutions to improve efficiencies and agency experience. May perform other responsibilities, as assigned.

Qualifications

10+ years related experience strongly preferred. Proven people leader: Prior responsibility in overseeing teams of employees and inspiring them to complete their job duties effectively. Executive presence : Ability to effectively communicate with all levels of management. Strategic thinker: Experience in deliberate and careful anticipation of opportunities, vulnerabilities, risks, and threats that may impact the Underwriting organization. Strong collaboration skills : Able to work with all levels of the company and handle multiple assignments. Possess a sense of ownership and be accountable for their work. Relationship builder (up, sideways, over): This position requires the ability to establish relationships and lead upwards (Executive Leadership) by behaving and communicating in a way that influences Executive Leadership; sideways by influencing one’s peers; and, over by leading effectively and creating a relationship of mutual trust amongst those with whom you are influencing. Bachelor's degree from four-year college or university strongly preferred or equivalent years of experience. Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, faxes, and scanners. Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, religion, color, sex (including childbirth, breast feeding and related medical conditions), gender, gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability or any other protected status in accordance with all applicable federal, state and local laws. This policy extends to all aspects of our employment practices, including but not limited to, recruiting, hiring, discipline, termination, promotions, transfers, compensation, benefits, training, leaves of absence, and other terms and conditions of employment. Limitations and Disclaimer: The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, this job description does not establish a contract for employment and the content is subject to be changed, modified, or deleted at the discretion of the Company. In compliance with the Americans with Disability Act (ADA) of 1990, the Company will make reasonable accommodations for those individuals with a disability as defined by the ADA. Location(s)

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