Customer Service Supervisor

About the role

Manage staff within the Service teams to provide superior service, meet the needs of internal and external customers, and attain corporate goals. Develop, understand, and effectively deploy customer service, processing, reporting, and other responsibilities assigned to the team.

Responsibilities

• Evaluate staffing needs, to include interviewing and onboarding for new employees.
• Training and development, as well as coaching and motivation for staff.
• Performance management, goal setting, employee engagement, and salary administration.
• Workforce management to include: evaluate employee needs, including unit equipment, software and space needs, approving time off, overtime usage, and budget recommendations.
• Manage staff to develop and foster strong internal working relationships to meet customer needs and attain corporate goals.
• Collaborate with internal business partners to effectively resolve issues and address customer concerns by leading efforts to implement efficient workflows and standard processes.
• Resolve escalated issues and solve complex problems.
• Proactively identify potential customer issues and recommend solutions to prevent or minimize impacts.
• Analyze systems to meet the needs of existing and new customers.
• Develop options within existing systems and assist in research and projects to add additional systems or technology to expand services and create efficiencies.
• Assist in the research, development, and maintenance of business processing procedures.
• Lead or participate in assigned projects; responsibilities may include researching, developing business requirements, and identifying resources needed.
• Develop, refine, and analyze unit and department reporting metrics and develop standards for reporting and distributing results.
• Advise and assist in determining annual goals and objectives and ensure they are communicated and achieved by staff.
• Identify ways to make processes more efficient and implement necessary changes, within department and across departments, as needed.
• Conduct coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors.
• Identify team and individual training needs and develop plans for immediate and long term performance improvements.
• Proactively solve problems and provide timely resolution to ensure minimal impact to customer and employee satisfaction.

Qualifications

A Bachelor's degree is required. Equivalent education and/or years of experience with a high school diploma may be considered in lieu of a bachelor's degree.

Skills

• Obtain and maintain a property and casualty insurance licenses is required.
• Minimum five years of insurance-related experience with a property and casualty insurance company is required.
• Continuing education in the insurance industry is preferred.
• Excellent communication skills, both written and verbal, directed to internal or external sources, and strong listening skills.
• Excellent leadership skills to encourage individuals to reach their full potential, meet the needs of customers, and meet established expectations and objectives.
• Ability to maintain effective working relationships at all levels and throughout the organization.
• Demonstrated skills in relationship building, including the ability to influence others, collaborate, and/or negotiate solutions.
• Excellent interpersonal skills necessary to perform in a fast-paced environment, handling multiple priorities, and high-profile customers.
• Ability to work independently and make fully evaluated decisions.
• Demonstrated desire and commitment to continually learn and strengthen knowledge, accept new challenges, and strive for personal improvement/growth.
• Ability to recognize potential improvements (efficiencies) and be a change agent.
• Ability to present ideas and information in formal and informal group settings.
• Ability to learn and use proprietary software and Microsoft products.
• Ability to maintain confidentiality.
• Ability to travel, as necessary, with an estimate of one or two trips per year.
• Ability to lead a team while communicating effectively internally across a variety of channels utilizing multiple platforms.