Field Insurance Customer Service Supervisor (60074)

About the Role

The Field Insurance Customer Service Supervisor leads and develops a team of Insurance Customer Service Representatives across multiple AAA Northeast branch locations. This role is responsible for providing day-to-day leadership, coaching, and technical guidance to ensure high-quality customer service and operational excellence. The Supervisor promotes Five Diamond Service standards in every customer and member interaction, supports retention and sales growth through cross-selling and account rounding opportunities, and drives team performance through mentoring, quality monitoring, training, and ongoing development. Additionally, the role manages staffing schedules, workflow, and resource allocation to maximize team productivity, service effectiveness, and the overall customer experience.

Work Schedule

Monday - Friday 8:45 am - 5:15 pm, Alternating Saturdays 9 am - 1 pm

Responsibilities

• Oversees the activities of customer service teams, implementing and monitoring all department guidelines and policies.
• Plans, assigns, and supervises work; collaborates with WFM to create and organize schedules to meet team and department workflow demands.
• Participates in the hiring process and ensures adequate training of employees.
• Motivates and encourages representatives through positive communication and feedback, appraises performance, recommends merit increases, and ensures proper disciplinary action.
• Works with insurance companies and Club underwriters to handle complex files and find solutions to problem policies.
• Utilizes Five Diamond service standards to build professional relationships and handle client complaints.
• Identifies training needs and works with Training Specialists to develop effective training modules.
• Evaluates the effectiveness of current training practices and identifies areas for improvement.
• Supervises staff to achieve specific measures, including productivity and call handling goals.
• Implements quality and retention assurance programs, focusing on customer service delivery.
• Manages team performance, including monitoring and coaching on attendance, goals, and performance.
• Assists in the hiring and onboarding process, addressing performance concerns, and writing annual performance reviews.
• Conducts regular branch visits to support Field Insurance Agents and establish partnerships with branch management.
• Stays updated on technical advancements and regulatory changes in the insurance industry.

Qualifications

• Associate's Degree or 3-4 Years of Additional Relevant Experience Required.
• Bachelor's Degree Preferred.
• 5+ years of Insurance industry experience Required.
• 2+ years in preceding job level.
• 1+ years of Direct/indirect leadership experience.

Knowledge, Skills, and Abilities

• Knowledge of general insurance agency practices, including personal lines.
• Understanding of the scope of agent authority.
• Strong leadership and interpersonal skills.
• Excellent organizational, technical, and administrative skills with attention to detail.
• Ability to adapt to changing priorities and conditions.
• Strong communication and problem-solving skills.
• Proficiency in self-educating and training in software applications.

Licenses and Certifications

• Valid Personal Lines Required.
• Service Tier Insurance designation (CISR, ACSR) Required.
• Progress towards Professional Tier Insurance Designation Required.

Travel Requirements

Regular travel to local branches (estimated 50%) using personal vehicle, occasional travel for training and work-related tasks.

Benefits

• Award-Winning employer for 7 years.
• Health coverage with up to 93% premium cost covered, plus dental and vision options.
• 6% company match on 401(k) retirement plan, fully vested and contributed every pay period.
• 3 weeks’ vacation, 12 holidays, 8 sick days, and 48 hours of volunteer time annually.
• Free AAA membership, insurance discounts, travel commission refund, wellness incentives, tuition reimbursement, and more.
• Competitive base pay, annual bonus opportunities, and incentive compensation for certain roles.

Why AAA Northeast

• Career Growth: Ongoing training and career paths for development.
• Trusted Legacy: Over 120 years of service excellence.
• Future-Focused: Innovation and digital presence for sustained success.