Customer Service Supervisor

Plymouth Rock Assurance•Boston, MA

3d•Onsite

About The Position

In this position, the Supervisor of the Customer Service Team, you will be responsible for working collaboratively across the organization to develop and deliver a customer experience that differentiates Plymouth Rock as a premier service organization. The supervisor will create a culture that embodies our brand as a resource, partner and advocate for agencies and the customers they service. They will leverage local presence to develop deep relationships to drive service, underwriting and sales execution and utilizes its full complement of IA resources to drive an efficient organization. This role will also have Marketing Representative and agency relationship responsibility in support of Massachusetts and New York Business. The core accountability of this role is to mentor associates, be accessible, responsive and find solutions for our customers. This is a working Supervisor position. The Supervisor needs to be able to both manage a team, the change management process and create and implement meaningful process improvements. The Supervisor will be involved in primarily the auto and motorcycle lines of businesses and in many cases may represent the Director or Vice President of the Customer Solutions Center.

Requirements

Excellent organizational and communication skills.
Advanced interpersonal skills and social intelligence
Exceptional analytical, critical thinking and problem solving skills.
Strong knowledge of customer care techniques and processes.
Excellent written and oral communication skills.
Ability to multitask and work under pressure.
Project Leadership skills.
Planning, organizing and problem solving skills.
Sound knowledge of Microsoft Office.
5+ years of relevant experience.
Personal Lines Auto (MA, NH, and CT) and Home (MA, NH and CT) experience preferred.
P&C License preferred

Nice To Haves

Personal Lines Auto (MA, NH, and CT) and Home (MA, NH and CT) experience
P&C License

Responsibilities

Hire, coach and train personnel.
Develop staff through real-time feedback, performance management, quality assurance and ongoing training.
Identify key issues from Call Reports and Customer Surveys and implement process for communicating, tracking, and resolving root cause.
Become subject matter experts of department procedures, guidelines and provide feedback and input into potential enhancements.
Become a subject matter expert on Products, Rating and Quoting and become a training resources for Win Rater
Become a subject expert and training resources on all legacy applications/systems.
Estimate the resources requirements, monitor team production and ensure success with department standards.
Leverage Workforce Management applications intraday to manage and plan resources.
Delegate tasks and responsibilities to appropriate personnel.
Develop and deliver progress reports, requirements documentation and presentations as required.
Be available and approachable to address thoughtfully escalated issues, complaints, questions and inquiries
Special projects as assigned

Benefits

4 weeks accrued paid time off + 9 paid national holidays per year
Free onsite gym at our Boston Location
Tuition Reimbursement
Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
Robust health and wellness program and fitness reimbursements
Auto and home insurance discounts
Matching gift opportunities
Annual 401(k) Employer Contribution (up to 7.5% of your base salary)
Various Paid Family leave options including Paid Parental Leave
Resources to promote Professional Development (LinkedIn Learning and licensure assistance)
Convenient location directly across from South Station and Pre-Tax Commuter Benefits