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Supervisor, Customer Service

Employer
Assurant
Location
York, Pennsylvania
Salary
Not Specified
Closing date
Oct 9, 2019

View more

Category
Customer Service, Sales
Job Type
Not Specified
Career Level
Not Specified

Job Details

This job is responsible for organizing, leading, controlling, and coordinating the day-to-day activities of a team of Customer Service agents tasked with providing customer service, data entry, and operations support in a call center and online support environment. This position reports to the Director of Claims Operations and receives light to moderate remote supervision.

Primary Job Accountabilities/Responsibilities:

  • Directly leads and supervises Customer Service Leads and all agents on Customer Service team through activities such as coaching, development, scheduling, training, monitoring work quality, approving timesheets in Kronos, conducting performance reviews, etc.
  • Drives timely communication/recognition and promotes a positive culture aimed at producing world-class results through happy and energized team members.
  • Assists with the development, implementation and administration of incentive/motivational programs.
  • Regularly monitors incoming portal, email, and telephone volumes and distributes staffing appropriately to ensure all Service Level Agreements (SLAs) are met.
  • Communicates approved policies and procedures to subordinates and ensures compliance.
  • Regularly trains, coaches, and develops team members, implementing action plans and/or performance improvement plans, as appropriate.
  • Participates in the development of short- and long-term goals and plans for his or her work group.
  • Ensures team members understand how they individually and collectively impact cost, quality, and brand promotion.
  • Recommends changes to policies and procedures as necessary to drive efficiencies and improvements to the customer experience, and participates in the development and implementation of any changes.
  • Reviews productivity reports, recognizing the “what”, “how” and “why,” and consistently coaches team members to maintain/improve metrics.
  • Assists in the development and implementation of onboarding and launching new clients.
  • Maintains records related to work group performance, quality, attendance, expenditures, etc.
  • Prepares and distributes requested reports to internal and external customers.
  • Participates in the analysis and resolution of operational issues.
  • Other duties as assigned
  • Leads and supervises team of up to 20 Customer Service agents and Customer Service Leads. May require periodic adjustments to work schedule to ensure support of all team members.

Basic Qualifications Required - Experience, Skills, and Knowledge:

  • High School Diploma or GED
  • 2 + years Customer Service or Sales Support related experience


Other Requirements:

  • Excellent leadership and communication skills
  • Ability to multitask
  • Proficient in Microsoft Office Suite
  • Ability to type 30 + words per minute


Preferred Experience, Skills, and Knowledge:

  • 2 or 4 year degree preferred
  • 1+ years’ experience in a customer service leadership role
  • Basic understanding of wireless technology



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Company

At Assurant, we protect, connect and support major consumer purchases ... like homes, cars, appliances, and phones ... in partnership with industry-leading brands.

The brands people trust ... trust Assurant.

We help our clients connect and protect over 300 million consumers around the world.

We have 125 years of experience, 14,000 employees and operate in 21 countries.

Our unwavering purpose

We protect what matters most.

Our uncompromising values

Common sense, common decency, uncommon thinking and uncommon results guide the way we support our customers and work with each other. guide the way we support our customers and work with one another.

COMMON SENSE

We seek simple, straightforward solutions that keep life running smoothly for the clients and consumers we serve.

COMMON DECENCY

We act with integrity. We treat others with respect, courtesy, and kindness. We’re honest, transparent and committed to doing the right thing.

UNCOMMON THINKING

We're never satisfied with the status quo. We seek diverse perspectives and thrive on challenge. We believe there's always a way to build upon our successes.

COMMON RESULTS

We focus on actionable solutions that deliver measurable results. We approach each challenge with a sense of urgency, striving to exceed every expectation.

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