Customer Service Manager - Personal Lines
About The Position
The Customer Service Manager for Personal Lines is responsible for leading the customer service team and overseeing all aspects of customer support operations. This role involves developing and implementing customer service strategies, ensuring a high level of customer satisfaction, and managing the performance and development of the customer service staff. Your Impact: Manage and mentor the Customer Care and Policy Service teams to improve the teams’ understanding of customer needs and assure customer satisfaction by meeting/exceeding those needs and expectations. Fosters a motivating and empowering work environment. Collaborate with supervisor and other business unit leaders to establish and monitor business unit KPIs in support of achieving or exceeding client service and business retention expectations. Responsible for performance goals, including service levels, abandon rate, call quality and accuracy as well as adherence to procedure and compliance requirements. Ensure that resources are appropriately allocated to meet or exceed these service standards. Use objective tools to coach individual staff development. Outline corrective action steps to promptly address performance shortfalls. Research and respond to escalated customer service issues and addresses service errors or anomalies to effect prompt resolution. Takes initiative to contribute to development of long-term solutions to prevent recurring or similar errors or problems, with a “customer first” philosophy. Review business system and performance data to measure productivity and goal achievement. Engage with Business Systems team and direct reports to optimize customer service experience, improve retention and drive process efficiency. Maintain a working knowledge of customer service “best practice” models, client contract provisions and business requirements, applicable state and federal regulations and other industry standards/updates. Maintain a working knowledge of tools used to support administration of services for clients, with an ability to train new and existing employees in system use and optimization.
Requirements
- 3+ years’ experience in customer contact operation, with a minimum of 2 years’ supervisory experience; or an equivalent combination of education and experience
- Proven ability to coach and mentor others with specific and measurable objectives in areas such as people management, leadership and quality
- Strong interpersonal and communication skills, with demonstrated ability to provide client-centric service
- PC proficiency and acumen to serve as Subject Matter Expert for agency management system; capability to translate data into insights and business value
- Current NYS Property and Casualty or Personal Lines license preferred or attained within 60 days of hire
Nice To Haves
- Knowledge of Personal Lines insurance industry and call center technologies preferred.
- Degree in business or management is helpful but not required.
Responsibilities
- Manage and mentor the Customer Care and Policy Service teams
- Collaborate with supervisor and other business unit leaders to establish and monitor business unit KPIs
- Responsible for performance goals, including service levels, abandon rate, call quality and accuracy as well as adherence to procedure and compliance requirements
- Ensure that resources are appropriately allocated to meet or exceed these service standards
- Use objective tools to coach individual staff development
- Outline corrective action steps to promptly address performance shortfalls
- Research and respond to escalated customer service issues and addresses service errors or anomalies to effect prompt resolution
- Review business system and performance data to measure productivity and goal achievement
- Engage with Business Systems team and direct reports to optimize customer service experience, improve retention and drive process efficiency
- Maintain a working knowledge of customer service “best practice” models, client contract provisions and business requirements, applicable state and federal regulations and other industry standards/updates
- Maintain a working knowledge of tools used to support administration of services for clients, with an ability to train new and existing employees in system use and optimization
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
101-250 employees
