GeoVera Holdings, Inc.

  • Customer Service Supervisor

    Job Locations US-CA-Fairfield
    ID
    2018-1298
    # of Openings
    1
    Category
    Customer Service
  • Summary

    The Customer Service Supervisor is responsible for the direct supervision of Customer Service Representatives and to ensure customer needs are met while procedures are carried out in accordance with established business practices, policies, and applicable regulations. Customer Service Supervisors must have an in-depth knowledge of the products offered by the Company as well as technology, processes and customer service standards. The Customer Service Supervisor must also be aware of the impact of staff performance and financial implications for the Company.

    Essential Functions

    Provides direction, support and planning in the daily operations of the Customer Service unit, includes but is not limited to the following:

    • Supervises the customer service staff which includes selection, termination, training, coaching, monitoring, Human Resources planning and development, performance reviews and provides input to department plans and budgets.
    • Ensures staff compliance with Company procedures by managing including but not limited to attendance, schedule adherence, off-phone activities and other dimensions of staff performance to identify and coach areas of opportunity.
    • Works with management to develop call quality standards, metrics and individual goals.
    • Ensures execution of department quality improvement program to include but not limited to individual call calibrations, required number of monitored calls, and identification and implementation of continuous improvement plans.
    • Coaches to ensure performance goals and quality standards are met.
    • Provides on-going dialogue to staff about their performance and establish individual development plans to achieve success.
    • Identifies production, processing, workflow, and other issues that affect the customer experience, reports and work with management and other departments.  Recommend and /or develop recommendations for resolution and/or improvements.
    • Troubleshoots issues with other departments.
    • Handles, investigates and resolves questions/complaint. Identifies and makes recommendations to improve the customer and employee experience.
    • Acts as a “subject matter expert” on policy products and procedures. Lead team meetings, ensuring that all staff is adequately informed of policy and procedural changes and provide a forum for staff to provide input to the management team.
    • Monitors customer service email boxes to ensure inquiries are responded to in accordance with department guidelines.
    • Keeps licenses and continuing education credits current and monitors their staffs’ licensing and credits to ensure they are current as well.

    Additional Responsibilities

    Performs other related duties as required and assists with special projects.

    Minimum Requirements

    Education, training, and experience:

    • Bachelors Degree, Associates Degree and/or equivalent work experience.
    • Five years of insurance experience, preferably in the personal lines field.
    • Three to five years minimum progressively responsible experience in a related environment and/or an insurance related position.
    • Must obtain Fire and Casualty License within first 6 months of employment and maintain licensing requirements as a requirement of continued employment.

    Knowledge, skills, and abilities:

    • Must be customer and associate focused.
    • Must have strong interpersonal skills.
    • Must be able to supervise effectively, and work well with external and internal customers with tact and diplomacy.
    • Must possess excellent verbal and written communication skills, must be able to multi-task, work exceptionally well with others and unsupervised.
    • Must be organized and able to manage competing priorities to meet deadlines.
    • Must be able to perceive and analyze problems as well as develop alternatives and make decisions.
    • Strong computer skills and advanced Microsoft Office Suite experience.

     

    NOTE: Job descriptions are not intended to be exhaustive lists of all responsibilities, skills, efforts or working conditions associated with a job, but are intended to accurately reflect principal job elements. The terms “GeoVera Holdings” or the "Company" as used in this job description may refer to GeoVera Holdings, Inc.                                       

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