Customer Care Operations Supervisor

Erie Insurance•Millcreek Township, PA

1d•$88,693 - $141,678•Onsite

About The Position

The Customer Care Operations Supervisor oversees the overall operations of a customer service section, ensuring customers receive prompt and efficient responses to inquiries and complaints regarding underwriting, company policy, rating, billing, and policy coverage. The role manages personnel, service levels, work quality, and customer communications, and identifies improvements to processes and workflow. It also manages responses to complex inquiries from policyholders and agents, reports and trends section data, and leads projects and special assignments as directed. The position is based at Erie Insurance’s Westport Office in Millcreek, Pennsylvania. Office hours are Monday through Friday between 8:00 a.m. and 7:00 p.m., with rotating Saturday hours. The role requires a flexible schedule that may include holidays, weekends, and other non-standard hours. Regular and predictable attendance and, based on business and operational needs, onsite presence are essential job functions for leadership roles. Candidates must meet one of these education and experience combinations: a bachelor’s degree and five years of relevant experience; an associate’s degree and seven years of relevant experience; or a high school diploma or GED and nine years of relevant experience. Relevant experience may be in a call center, customer service, leadership, insurance operations, or a related area. Office product proficiency and willingness to pursue insurance designations are required. Supervisory experience and insurance operations knowledge are preferred. The salary range is $88,693 to $141,678 for this level, and actual pay may vary based on factors including the role level, scope, skills, education, location, and experience. The position may be eligible for an annual bonus. Erie Insurance offers health, prescription, dental, and vision coverage; a pension and 401(k) with up to a 4% contribution match; paid time off; parental leave; tuition reimbursement; and additional insurance, assistance, and well-being benefits.

Requirements

Bachelor’s degree and five years of experience in a call center, customer service, leadership, insurance operations, or relevant experience; or associate’s degree and seven years of such experience; or high school diploma or GED and nine years of such experience.
Proficiency with Office products.
Willingness to pursue the Certificate in General Insurance and other professional insurance designations, including API, AIS, AIT, FLMI, and ACS.
Ability to work a flexible schedule that may include holidays, weekends, and other non-standard hours.
Regular and predictable attendance; onsite presence may be essential based on business and operational needs.

Nice To Haves

Supervisory experience.
Good understanding of underwriting, accounting service functions, and claims.
Working knowledge of all ERIE lines of insurance and billing practices, systems, and procedures.

Responsibilities

Manage overall operations of the designated area, including interviewing, hiring, training, directing, assessing, and developing employees and coordinating discipline as needed.
Manage service levels to meet expectations.
Validate employees’ work to ensure standards are met; identify training needs; coach and develop employees.
Manage the team responding to complex inquiries from policyholders and agents; prepare monthly reports and trend section data.
Direct timely and efficient resolution of customer inquiries, service needs, complaints, and concerns related to underwriting procedures, company policy, rating, billing, and policy coverage.
Oversee and maintain customer communication and quality service standards.
Maintain and apply ongoing knowledge of company policies, practices, and procedures to serve customers.
Identify, recommend, and implement improvements to department processes and workflow for efficiency.
Work on special projects as directed, including leading and directing project teams.
Collaborate with enterprise business partners to ensure processes are assigned to appropriate areas.
Supervise projects and special assignments as directed by the department manager and act on the manager’s behalf as required.
Maintain regular and predictable attendance.

Benefits

Premier health, prescription, dental, and vision benefits for employees and dependents, with coverage beginning the first day of work.
Low contributions to medical and prescription premiums; the company currently pays up to 97% of employees’ monthly premium costs.
Traditional pension plan; full-time employees are vested after five years of service.
401(k) with up to a 4% contribution match, in addition to the pension.
Paid vacation, personal days, sick days, bereavement days, and parental leave.
Tuition reimbursement for higher education and industry designations.
Company-paid basic life insurance.
Short- and long-term disability insurance.
Orthodontic coverage for children and adults.
Adoption assistance.
Fertility and infertility coverage.
Well-being programs.
Paid volunteer hours for community service.
Dollar-for-dollar matching of charitable gifts each year.
Position may be eligible for an annual bonus payment.