Manager, Damage Resolution
1 month ago
Embrace an incredible journey as our Manager, Damage Resolution at the Driving Force. Leading with passion, drive, and precision as you orchestrate seamless resolutions. Mentor and inspire your team, fostering a culture of excellence. Your influence will shape the organization's future as you implement our damage resolution strategy with finesse. Join us and be the catalyst for transformative change
Discover why you should work with us:
- You are valued and supported with competitive pay and benefits, such as extended health coverage, dental benefits, and a personal spending account.
- We prioritize your team’s well-being by offering various perks, including a 50% discount on rentals at any DRIVING FORCE location and a company matched savings and emergency funds program for your future security.
- We emphasize work-life balance, offering 3 weeks of accruable vacation, a flexible work arrangement, and wellness programs for personal and family focus.
- We are committed to your growth with our inclusive and enjoyable company culture that allows career advancement through hands on training and opportunities for career progression within the organization.
- You will experience a vibrant and cooperative work atmosphere, along with the chance to collaborate with a forward-thinking team in the automotive sector.
What you’ll do:
- Utilize existing standard operating procedures (SOPs) and modify where necessary
- Develop KPIs and associated metrics for damage resolution reporting
- Manage existing service level agreements (SLAs) and modify where necessary
- Ensure the chargeback process and procedure is being adhered to and completed by team members
- Communicate to the claims department when applicable
- Review and handle escalated chargebacks
- Review documentation, investigate issues and ensure chargeback files are administered in both a timely and fair manner
- Coordinate vehicles that have been deemed a write off with the claims department.
- Ensure documentation of system/software enhancements or deficiencies is completed
- Review, monitor and provide manager with monthly reports, statements, KPIs and customer chargeback and LDW trends
- Schedule regular meetings with team members and individual employees to communicate company information and provide feedback
- Schedule and lead monthly meetings with the branches to review chargebacks statuses.
- Schedule and lead monthly meetings with Fleet Central Maintenance team on outstanding or process related items
Training, Scheduling, and Management
- Responsible for training new and existing team members on company policies, processes, and forms related to their roles
- Manage scheduling team shifts and ensure time zone coverage is maintained
- Process timesheets in the Company’s HCM system (if required)
- Provide direction, guidance and coaching to team members on customer service excellence
- Responsible for hiring and performance managing staff
What you'll need:
- Valid Driver’s License and Driver’s Abstract acceptable to TDF Group’s Driver and Vehicle Safety Program (to drive company vehicles)
- 3+ years of experience at management level
- Post secondary education considered an asset
- Due to fiduciary responsibility, pre-hire Criminal Security Clearance and Credit Check is required
- Experience in the automotive industry is required
- Previous experience with insurance and claims management considered an asset
- Strong organization skills and ability to multitask
- Exceptional written and verbal communication and interpersonal skills
- Ability to communicate cross departmentally
- Experience in customer service
- Process-driven with attention to detail
- Effective conflict resolution skills and ability to handle challenging conversations
The Driving Force values diversity and is an equal opportunity employer. We encourage applicants from a wide range of candidates including women, men, visible minorities, Indigenous people, and persons with disabilities. While we welcome applicants from all interested individuals, please note that only selected candidates will be contacted for an interview.
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Edmonton, Canada Driving Force Vehicle Rentals, Sales and Leasing Full timeBegin an exciting journey with Driving Force as the Damage Resolution Specialist, an essential member of our Damage Resolution team. Guided by a passion for customer service and relationship building, you will be the main point of contact for customer inquiries regarding chargebacks. Your success is measured on the ability to build and maintain positive...
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