Position Summary:

The Customer Service Supervisor is responsible Leading and supervising an assigned group of Service representatives in the Customer Service Function for the company. This includes hiring, training and managing employees to assist policyowners and agents by phone, on-line and through written requests. The supervisor coordinates staff resources to resolve problems and preserve business for the company. The Supervisor is responsible for monitoring company goals for quality and quantity, and initiating activity to ensure the department achieves them.

Responsibilities:

• Guide the Customer Service department to meet Company Service Goals.
• Select and hire Service Reps and Team Leaders to fill authorized positions.
• Coordinate the training of new Reps in the on-boarding process
• Coordinate the training of existing reps to fill their knowledge gaps.
• Organize workflow and ensure that Service Reps understand their duties or delegated tasks
• Maintain timekeeping and manage Service Rep schedules
• Monitor Quantity and Quality Goals. Provide recommendations for changes as needed.
• Provide employee performance reviews
• Provide reinforcement and moral building recognition to reps.
• Provide technical guidance, information and procedural advice on customer service issues.
• Handle escalated Service requests
• Conduct research when needed to complete service requests
• Prepare Department service reports
• Communicate with customers, agents and other departments promoting a team atmosphere.
• Identify, recommend, and implement customer conservation approaches to enhance policy retention

Qualifications:

• Bachelor’s degree or equivalent education and experience.
• Ability to multi-task and handle numerous assignments simultaneously.
• A process thinker seeking productivity and exceptional service.
• A professional, positive and enthusiastic attitude
• Strong leadership skills and the ability to take initiative.
• Excellent listening, verbal, telephone, and written communication skills.
• Ability to work well in a team environment.
• Advanced computer skills.
• Good problem solving skills.
• Effective training, coaching and counseling skills.