By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies

Certified as a Great Place to Work®

Fortune Best Workplaces in Financial Services & Insurance

PRIMARY PURPOSE: To provide account support for complex Service Center clients; to maintain and strengthen client relationships; and to support program procedures and processes that impact customer satisfaction ensuring consistency in process within the account.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Coordinates new client implementation, addition of expanded lines of business, client and organizational level dissemination changes and special service requests.
• Responds to and resolves program management and client issues including coordination of process changes with internal and outside provider resources.
• Communicates with leadership team and internal/external resources to resolve service issues ensuring client satisfaction and retention.
• Proactively identifies issues that impact customer satisfaction; works with department management and key vendors to develop plans addressing these issues.
• Participates in client meetings, conference calls and presentations representing the National Service Center.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Supports the organization's quality program(s).

QUALIFICATIONS

Education & Licensing
Bachelor's degree from an accredited college or university preferred.

Experience
Four (4) years of related experience or equivalent combination of education and experience required to include two (2) years call center or customer service experience and one (1) year experience as Service Center Account Coordinator.

Skills & Knowledge

• Strong customer service skills
• Excellent problem resolution and project management skills
• Excellent oral and written communication, including presentation skills
• PC literate, including Microsoft Office products
• Analytical and interpretive skills
• Strong organizational skills
• Excellent interpersonal skills
• Ability to work in a team environment
• Ability to handle multiple conflicting priorities
• 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, troubleshooting, problem solving, analysis, 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.