In this position, you will supervise a team of Accelerated Property Damage Representatives in our downtown Boston office. You will also oversee our FNOL support staff and assist with a trainee’s transition from our Learning and Development team to Accelerated. This individual will be responsible for the oversight and monitoring of the team’s efforts to achieve assigned goals and objectives for production and quality. This individual should have a strong Property Damage background and have familiarity with our multi-state environment. You will interact with new hires to provide technical/system training, file instruction and advice to new employees on a daily basis. You will collaborate with our management team to address your team’s pending inventory, claim, and phone and mail volume.

Here is what you will do:

• Provide exceptional customer service
• Direct and control work of their unit and other areas assigned, in relation to automobile physical damage claims.
• Conduct monthly Quality Audits to identify opportunities for improvement and recognition
• Conduct regular team meetings as well as one on one development sessions
• Monitor FNOL/ Phone Volume via CMS application
• Monitor assignments and work flow to ensure timely service, efficiency and the quality of work product.
• Address and resolve escalated complaints
• Promote teamwork through effective leadership
• Participate in Interviews
• Provide daily, weekly and monthly excel reports for inventory, mail, phone and claim volume across your PD team
• Train and develop staff to achieve and maintain high quality performance standards
• Identify trends within your group where further development by you or training may be warranted
• Monitor attendance and perform written performance appraisals
• Expected to work well with and support their peers

Here is what you will bring to the table:

• A college degree from an accredited university or a combination of experience and education
• A minimum of 3+ years of auto property experience
• High degree of patience and positive personality
• Be a good listener and exercise independent judgment
• Be an independent thinker with strong critical thinking and problem solving skills
• Able to work in a fast-paced environment with the ability to multi-task and prioritize assignments, based on their overall level of importance.
• Strong verbal and written communication skills
• In-depth knowledge of customer service techniques and processes.
• Proficient with Microsoft Teams, Excel and Word a must
• Lead special projects within the claims organization
• Able at a moment’s notice pivot and manage an escalated situation or project/task

Why work for us:

• 4 weeks accrued paid time off + 9 paid national holidays per year
• Remote work equipment
• Tuition Reimbursement 
• Low cost and excellent coverage health insurance options (medical, dental, vision)
• Gym membership reimbursement
• Robust health and wellness program and fitness reimbursements
• Auto and home insurance discounts
• Matching gift opportunities
• Annual 401(k) Employer Contribution (up to 7.5% of your base salary)
• Various Paid Family leave options including Paid Parental Leave
• $3,000 one-time bonus payment on health insurance waiver

About the Company

The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.