Service Center Supervisor

About the role

Recognized as a Milwaukee Journal Sentinel Top Workplace for 14 consecutive years, including three years of being honored as number one! Join us at West Bend, where we believe that our associates are our greatest asset. We hire talented individuals who are conscientious, dedicated, customer focused, and able to build lasting relationships. We create and maintain an environment where you feel a sense of belonging and appreciation. Your diversity of thought, experience, and knowledge are valued. We’re committed to fostering a welcoming culture, offering you opportunities for meaningful work and professional growth. More than a workplace, we celebrate our successes and take pride in serving our communities.

Responsibilities

• Select, train, and manage the activities of contact center support associates.
• Plan and monitor workflow of the assigned area.
• Audit interactions focusing on low-effort experiences, quality customer service, and compliance within our letter of authority.
• Maintain good relationships with third-party vendors ensuring quality of service.
• Support company-wide initiatives and change management for current and future products and services.
• Handle complaints from agents and monitor customer feedback.
• Handle escalated issues from staff.

Qualifications

• 5+ years of insurance experience including underwriting, contact center, billing, and other support services.
• 1 year of supervisory experience.

Preferred Experience and Skills

• Problem-solving skills.
• Knowledge of personal computers.
• Effective communication skills.
• Strong interpersonal skills.
• Coaching and mentoring skills.

Benefits

• Medical & Prescription Insurance.
• Health Savings Account.
• Dental Insurance.
• Vision Insurance.
• Short and Long Term Disability.
• Flexible Spending Accounts.
• Life and Accidental Death & Disability Insurance.
• Employee Assistance Program.
• 401(k) Plan with Company Match.
• Pet Insurance.
• Paid Time Off.
• Enhanced PTO may be available for experienced candidates.
• Bonus eligible based on performance.

Pay

The salary range for this position is $77,204 - $96,505. The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

Schedule

This position offers a hybrid work schedule (3 days in office/2 days at home) and will be working out of the West Bend or Madison, WI office.