Customer Care Manager Quality and Training

Jewelers Mutual • Neenah, WI

17h

About The Position

This position provides leadership to the Personal Lines Customer Care teams. This role positions Customer Care to successfully deliver on key metrics including premium growth, quality, retention, and service levels. Additionally, this role has oversight of processes, projects, and metrics to meet/exceed departmental KPIs. There is high visibility to this role knowing that Customer Care is the first, and possibly only, interaction a customer will have with Jewelers Mutual. This role will need to balance the needs of the customer and the business while advocating when appropriate. Since 1913 Jewelers Mutual has been committed to supporting the Jewelry industry and putting customers at the center of everything they do. With over a century of trusted expertise, they are financially strong, forward-thinking, and driven by curiosity. Guided by core values of Agility, Accountability, and Relevancy, they lead through innovation. As a technology focused organization, they embrace cutting-edge tools and data-driven insights to continuously improve products, services, and customer experience. Their mission is to be the industry’s most trusted advisor by investing in their people, adopting new technologies, and striving for excellence. They are dedicated to fostering growth through collaboration, powered by bold thinking, teamwork, and the passion of their people. Joining Jewelers Mutual means moving fast, embracing change, always looking for better ways, and growing, thriving, and helping shape what’s next in a culture where you can make an impact while building your future.

Requirements

• Bachelor's degree and 7 years of related experience required.
• An equivalent combination of education and/or experience may be considered.
• Proficiency in Microsoft suite applications including Word, Excel, Outlook and PowerPoint.
• Property/Casualty Insurance Agents License from the state of Wisconsin OR ability to obtain within 4 months.
• Continuing education as required to maintain license.

Nice To Haves

• Experience with CRMs preferred.
• Knowledge of insurance, jewelry and the jewelry industry preferred.

Responsibilities

• Embraces change, leads by example, maintains a positive work environment and a learning enriched culture.
• Reviews processes and procedures to create efficiencies and eliminate unnecessary steps that impact the customer experience.
• Drives development and implementation of initiatives that improve the customer experience, increase employee satisfaction, empower employees to advocate on behalf of our customers, and promote collaboration and teamwork.
• Keeps current with customer expectations, technology, and best in class processes to raise the tide of the jewelry industry and customer contact centers.
• Reviews and discusses quality trends and metrics with the QA team to ensure staff development and customer service goals are being met and are supporting Company Goals.
• Oversess day to day staffing to meet work volume.
• Anticipates and plans for events that will affect work volume and response time.
• Drives a metric based culture that is focused on continuous improvement and appropriate incentives/responsibilities to achieve the goals of the organization, the Customer Care department, and the individual.
• Prepares and delivers meaningful, accurate and effective quarterly and annual performance reviews of direct reports.
• Collaborate amongst leaders for the success of Customer Care.
• Carries out leadership responsibilities in accordance with the organization's policies and applicable laws.
• Interviewing, hiring, and training employees.
• Planning, assigning, and directing work.
• Appraising performance.
• Rewarding and disciplining employees.
• Addressing complaints and resolving problems.

Benefits

• Competitive Compensation & Benefits
• Performance bonuses
• Generous paid time off
• Top-tier retirement program with 401(k) matching and additional company contributions
• Collaborative Culture
• Work alongside talented, passionate peers who value ownership and continuous learning
• 50% charitable gift matching
• Paid volunteer time to support nonprofit causes
• Join a team recognized for an environment of innovation and growth (Great Place to Work® Certified)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 11-50 employees