Customer Service Supervisor - Remote

Stillwater Insurance Group• US,

5h•Remote

About The Position

The Customer Service Supervisor leads and supports a team of Customer Service Representatives to deliver exceptional service experiences. The role oversees daily operations, coaches and mentors staff, resolves escalated customer issues, and ensures service standards and performance goals are met. The Supervisor serves as a liaison between frontline staff and leadership and drives continuous improvement in customer satisfaction and team performance. This is a remote work-from-home opportunity.

Requirements

Bachelor’s degree or university program certificate, or six or more years of related experience and/or training, or an equivalent combination of education and experience.
P&C Agent license.
Strong customer service orientation and ability to manage difficult or escalated situations.
Excellent verbal and written communication skills.
Ability to read, interpret, and write procedural documentation and reports.
Strong mathematical and analytical skills, including ability to interpret metrics and performance reports.
Proven problem-solving and decision-making skills.
Strong organizational skills and ability to manage multiple priorities and deadlines.
Proficiency with customer service software, reporting tools, and standard word-processing applications.
Ability to work independently and collaboratively across teams and levels.
Demonstrated attention to detail and sound judgment.
Flexibility and adaptability in a fast-paced, changing environment.

Responsibilities

Supervise and support Customer Service Representatives, ensuring consistent service quality.
Review and evaluate employee performance and provide ongoing coaching and individual feedback.
Identify training needs and conduct or coordinate training as necessary.
Complete annual performance reviews.
Coordinate recruiting and onboarding of new team members.
Approve weekly timecards and support scheduling needs.
Serve as the primary escalation point for customer complaints, concerns, and inquiries, ensuring timely resolution.
Prepare and deliver weekly and monthly performance and service metrics reports to the AVP, Customer Service.
Promote a positive, collaborative, and service-oriented team culture.
Support department initiatives and perform additional duties as assigned by the VP, Customer Service.