Customer Service Supervisor
The Customer Service Supervisor is responsible for the supervision of customer service staff including, but not limited to, the monitoring of staff productivity, daily phone performance, call monitoring and coaching, and processing quality. Supervises and participates in the review, maintenance, implementation and training for policies and procedures that relate to the Service Center. Collaborates with underwriting, claims and marketing departments, and represents the Service Center in company-wide initiatives, projects and programs.
Essential Duties and Responsibilities:
Directs, coordinates, and supervises the activities of staff under his/her supervision.
Participates in agency management activities including building, maintaining and managing producer and customer relationships.
Makes informed and appropriate process, procedure and underwriting decisions based on information provided by clients and other sources.
Consistently meets service standards.
Demonstrates technical expertise and product and system specific knowledge with experience handling personal insurance products, including but not limited to; homeowners, dwelling fire and personal umbrella.
Effectively interacts with all levels of internal and external business partners.
Creates reports as needed.
Demonstrates creativity and adaptability in a changing business environment.
Communicates effectively with agents, staff and other company personnel with regards to insureds, policies, coverages, etc. either by phone or written correspondence.
Responds to audit findings, and recommends and executes on process and or individual team member improvement or training enhancements.
Responds to Escalation issues including research, assures that corrections are made in a timely manner, while documenting and communicating clearly all escalation activity.
Provides input, as needed or assigned, for the study and standardization of organization processes and procedures to improve the efficiency and productivity of the organization.
Listens to customers and employees concerns and takes appropriate action to correct situations.
Supervises according to organizational policies and procedures; recruits and trains employees; plans, assigns and supervises work; prepares/carries out work schedules; evaluates performance, motivation, discipline, and conflict resolution.
Performs other duties as required.
This job description has been prepared to indicate the general nature and level of the work that the employees perform within their classification. This description is not and cannot be interpreted as an inventory of all the duties, tasks, responsibilities and qualifications required for the employees assigned to this job.
Education and/or Experience:
Bachelor’s degree or equivalent work experience.
3-5 years of prior industry experience to include advanced knowledge and understanding of personal lines insurance products (for example; Homeowners and Umbrella) processes and fundamental underwriting principals.
Supervision within a call center and/or operational production driven environment.
Demonstrate ability to complete complex assignments.
Must possess and exhibit strong verbal and written communication skills.
Must possess strong analytical skills.
Proficiency with Microsoft office applications including Outlook, Word and Excel is required.
Experience with MS Access and MS PowerPoint is preferred, but not required.
Must be able to work under tight deadlines efficiently and with high quality.
Must be willing to work flexible schedules to support multiple time zones.
Must possess a positive attitude and strong work ethic.
Ability to read, analyze, and interpret general business periodicals, professional journals, procedures, or regulations.
Previous agency or company underwriting experience and appropriate insurance coursework is preferred.
License or Certifications:
Industry education, training and or designations preferred.