Customer Service Supervisor

Chesapeake Employers Insurance•Towson, MD

3d•Onsite

About The Position

POSITION SUMMARY:Professional supporting the department by applying knowledge of workers compensation insurance, workers compensation regulations, and Chesapeake Employers’ business processes to the accomplishment of the following: Supervises assigned Customer Service staff Contributes to the development and maintenance of standard operating procedures Participates in training for new and existing employees Acts as co-administrator of call center technology systems by overseeing the daily performance of all applications

Requirements

AA degree and 3-5 years P\C insurance industry experience required.
4-6 years customer service experience.
WCP or equivalent required.
Professional demeanor and strong interpersonal and listening skills, professionalism and emotional intelligence.
Excellent oral, written and interpersonal communication skills
Excellent listening and analytical skills
Strong knowledge of customer care processes, protocols and techniques.
Demonstrated ability to work well in a team environment
Dedicated to providing exceptional service
Advanced PC skills including, but not limited to, working knowledge of MS Word, Outlook, Excel and Power Point required.

Nice To Haves

Preferred supervisory experience or leading projects for the company
Expertise in customer service management systems/applications preferred.
Bilingual skills preferred.

Responsibilities

Supervises assigned Customer Service Staff.
Responsible for the development and maintenance of standard operating procedures.
Develops and delivers training programs such as the 90 day training and assimilation program for new hires.
Creates and delivers remedial training in conjunction with development plans approved by the department leader.
Provides direct feedback and coaching for Customer Service Representatives and implements corrective actions as necessary.
Conducts performance management responsibilities for staff.
Will oversee operations in the absence of the Manager.
Participates in the hiring and selection process.
Supports Operations Manager in ensuring data integrity and proper functioning of the telephonic system on a daily basis.
Manages vendor relationships.
Must remain current in regulatory issues and guidelines impacting the workers compensation industry.