Customer Service Supervisor

Gallagher•Brownsville, TX

9d•Onsite

About The Position

At Pronto Insurance, we’re creating access, trust, and opportunity in the communities we serve. With deep roots in South Texas and a fast-growing presence across California and Florida, we bring local knowledge and genuine care to every interaction; making insurance simpler, more affordable, and more accessible for all. You’ll join a team that believes in doing the right thing, seizing opportunities, and showing up for one another. Whether you’re supporting customers in our retail locations or working behind the scenes, we’re proud to be a place where ambition meets support. Here, diverse perspectives are valued. If you’re ready to make a difference and grow with a team that’s redefining what’s possible in insurance, we’d love to hear from you. How you'll make an impact Job Details Job Locations: Headquarter in Brownsville Direct reports: Customer Service Agents Hours: Monday – Friday 8:00 – 5:00 (can vary depending on assignments)

Requirements

Bachelor's degree preferred.
2+ years experience in customer service management is preferred
1+ year experience on Pronto Insurance Pulse System strongly preferred
Experience training one on one and large groups of people is preferred
Ability to create surveys that measure intended process or services
Ability to present results in a clear and concise manner
Excellent presentation, analytical, interpersonal and written/oral communication skills.
Requires high level computer expertise, including use of database, word processing, and spreadsheet.
Superior communication skills both written and verbal
Flexible, innovative in a fast paced, growth-oriented and time-critical environment.
Quick learner with superb organizational skills.
P&C Insurance Licensed
High school diploma and 3 years related experience required.
Strong knowledge of the insurance brokerage business.

Responsibilities

Oversees customer issues and ensures effective and long-term problem resolution are implemented.
Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service Department.
Partners with the management team to align customer service department policies and systems with the company's objectives.
Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
Maintains in-depth working knowledge of company systems and processes.
Sets performance standards to meet service goals of the company.
Coaches Customer Service Team in order to achieve high performance.
Provides feedback to the company regarding service failures or customer concerns.
Responds to customer inquiries and problem solving in a professional and effective fashion.
Creates reports to analyze key performance indicators
Acts as a resource in resolving customer issues brought to the Department by utilizing excellent Company process knowledge and strong skills in negotiating and selling.
Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
Improves customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
Periodically audits phone interactions with customers to evaluate performance
Provide customer service training to individuals and groups of people.
Be the voice of the customer inside of Pronto
Develop new ways of engaging customers and compiling their opinions
Perform all CSR duties as needed
Performs other related duties as assigned

Benefits

Medical/dental/vision plans, which start from day one!
Life and accident insurance
401(K) and Roth options
Tax-advantaged accounts (HSA, FSA)
Educational expense reimbursement
Paid parental leave
Digital mental health services (Talkspace)
Flexible work hours (availability varies by office and job function)
Training programs
Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
Charitable matching gift program