Mitchell International, Inc.

  • (Utilization Review) Supervisor, Customer Service

    Job Location US-TX-Coppell
    Job ID
    Regular Hire
  • Company Overview

    Mitchell International, Inc. is a leading provider of information and workflow solutions to the Property & Casualty Claims and Automotive Collision Repair industries. Founded in 1946, Mitchell has delivered advanced information and technology solutions to over 100,000 customers throughout North America, helping them to improve their business process performance. The company's comprehensive solution portfolio streamlines the entire auto physical damage, bodily injury and workers' compensation claims processes. Mitchell was recently named by the San Diego Business Journal as the No. 1 Software Company in San Diego, based on the number of full-time employees, which is approaching the 2,000 milestone. The company offers a competitive compensation and benefits package including outstanding career growth opportunities and has been recognized as one of the Fastest Growing Companies in San Diego.

    Job Description

    Our Supervisor, Customer Service provides strategic leadership and direction for the delivery services and support to clients/customers. You are responsible for maintaining the consistency and integrity of the processes of your assigned teams, providing ongoing coaching and support. 


    Duties and Responsibilities:

    • Conduct performance reviews with team
    • Provides immediate supervision to Specialty Appraises, assigning tasks, checking work at frequent intervals, and maintaining schedules. 
    • Manage and track attendance
    • Recruit, select, counsel, and discipline employees
    • Ensure adherence to policy and procedure
    • Recommend system/process improvements based on VOC channels
    • Facilitate team meetings/communicate information to team
    • Participate in bi-weekly calibration sessions with quality team
    • Determine goals and objectives, set direction for the team
    • Provides reporting for and participates in Operations review discussions
    • Build a high performing team that executes on strategic vision and continually delivers on operational objectives
    • Foster an environment of continuous improvement and ensure staff is working though pipeline
    • Identify performance trends and create action plans to improve in low areas
    • Review and recommend compensation actions


    *This is an office based position and can be located in Coppell or Richardson, TX*

    • Prior Experience: Must have at least 6 months Mitchell Team Lead and/or SME experience
    • Technical Experience: Intermediate to advanced computer skills in Microsoft Office – Outlook, Excel, Word.  Preferred skill in resource tools such as and other personnel management applications.


    Mitchell International, an equal opportunity employer, values the diversity of our workforce and the knowledge of our people.  Mitchell will not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex/gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law.


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