Customer Service Supervisor

Sentry Insurance Agency • El Paso, TX

2d • Hybrid

About The Position

The Customer Service Supervisor leads a team providing customer service to a variety of clients. The role provides direction and motivation to staff to ensure exceptional service. Responsibilities include developing service standards, coaching and motivating employees, evaluating service quality, maintaining knowledge of telecommunications systems, handling sensitive customer service issues, scheduling staff, tracking performance, and assisting with budgets and expense control. The position requires availability for non-standard hours, including nights, weekends, and holidays as needed. The work arrangement is hybrid, with optional work from home on Mondays and Fridays and office attendance Tuesday through Thursday.

Requirements

• Bachelor's degree or equivalent work experience.
• Five years of previous work experience or knowledge in a customer service environment, and previous supervisory experience.
• Ability to provide leadership to employees in a fast-paced call center environment.
• Ability to prioritize work and maintain appropriate service standards.
• Ability to analyze data, identify trends, and communicate results.
• Working knowledge of telecommunications systems and call center software.
• Ability to respond to sensitive inquiries or complaints from customers, state insurance departments, producers, and others with tact and diplomacy.
• Availability to work non-standard hours, including nights, weekends, and holidays as needed.

Nice To Haves

• Proficiency in Spanish is preferred but not required.
• Knowledge of insurance processes, procedures, and systems is beneficial.

Responsibilities

• Develop and implement customer service standards.
• Coach, counsel, and motivate the customer service team.
• Improve customer service quality by studying and evaluating results and formulating ideas.
• Maintain knowledge of new or revised telecommunications systems.
• Provide work direction to staff.
• Implement policies and procedures.
• Provide expertise in handling sensitive or unusual customer service issues.
• Schedule staff and track performance.
• Assist with budget preparation and control operating expenses.

Benefits

• Optional work from home on Mondays and Fridays; office collaboration Tuesday through Thursday.
• Technology and tools for office and home workspaces.
• Dining stipend or meal allowance, depending on location.
• Sentry University and tuition reimbursement.
• Group medical, dental, and vision insurance.
• Parental leave.
• Pet insurance.
• Caregiver leave.
• Wellness resources.
• HSA, FSA, and Dependent Care FSA options.
• Paid time off.
• Paid volunteer time off.
• 401(k) with a 100% company match on the first 8% contributed each pay period; funds vest immediately.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager