Lead Field Support Specialist

About the role

The Field Support team provides excellent service to field personnel (agents, Sales Associates, Customer Services Representatives (CSR’s), Field Leadership (e.g., MLGAs, RFE’s) for the P&C line of business. The Lead, Field Support Specialist helps oversee daily call center operations and supports productivity of the call center. This may include providing call center team members with guidance, mentorship, and training on questions and issues that arise, assisting with special projects, stretch assignments, and unusually complex agent situations. The role also helps ensure the call center is properly staffed with confident and capable team members, assists with identifying key goals and metrics, and evaluates workflow processes and procedures. At Clearbrook our Core Values are Integrity, Collaboration, Pursuit of Excellence and Forward Thinking.

Responsibilities

• Answers telephone calls and responds to emails promptly.
• Coaches, mentors, trains, and motivates new and current Field Support Specialists.
• Assists with setting goals and providing constructive feedback.
• Collaborates with Field Support Center leadership and other cross-functional teams to improve customer service processes and procedures.
• Manages and monitors operational responsibilities for the team on a day-to-day basis such as escalations, communication, and creation of process.
• Handles complex customer inquiries and escalated complaints in a manner that preserves customer satisfaction.
• Analyzes customer service data to identify trends and areas for improvement.
• Provides input on resources planning, policy development and setting guidelines.
• Assists with monitoring the production and respective results of the team, including monitoring workflow and work queues.

Requirements

High school diploma. Six to eight years of experience. Supervisory/management experience not applicable.

Qualifications

• Minimum of four years of customer service experience.
• Six years of experience in agent/customer service.
• In-depth knowledge of P&C applications and products.
• Preferred: Insurance designation.

Benefits

We offer a competitive compensation package, performance-based incentives, and a comprehensive benefits program—including health, dental, vision, 401(k) with company match, paid time off, and professional development opportunities.

Pay

Albany range $56,000 - $80,000. The base salary range provided below is for hires in those geographic areas only and will be commensurate with candidate experience. Pay ranges for candidates in other locations may differ based on the cost of labor in that location.