Customer Services Supervisor

JM&A Group • St. Louis, MO

1d • Hybrid

About The Position

As a Mechanical Claims Supervisor, you will lead a collaborative team dedicated to supporting contract holders, field sales associates, dealer partners, and lenders. If you have a passion for resolving inquiries, coaching for success, and maintaining high customer service standards, we encourage you to apply. In this supervisory role, you will inspire associates to achieve company goals, identify positive changes, and ensure alignment with key business targets. Your responsibilities will include building relationships, reviewing customer interactions, monitoring performance indicators, maintaining documentation, and coaching associates for continuous improvement. The ideal candidate possesses strong communication skills, excels in customer service, and pays attention to detail. Familiarity with JM&A products, effective collaboration, and understanding our value proposition to our dealer clients is a plus. This position offers flexible work options, including a hybrid schedule based out of our Customer Experience Centers in Deerfield Beach, Florida, or St. Louis, Missouri. For candidates outside these areas, a remote work arrangement may be considered.

Requirements

• Proven track record of coaching associates to achieve their goals.
• Familiarity with key performance indicators in a contact center environment.
• Demonstrated skills in effective change management.
• Experience in leading virtual teams successfully.
• Possess strong analytical and critical thinking skills.
• Availability is needed within our contact center hours. (8 am to 9 pm EST on weekdays and 9 am to 4 pm EST on Saturdays)
• Strong verbal, written, and interpersonal communication skills.
• Successful track record of resolving customer inquiries, requests, and complaints.
• Ability to manage multiple tasks and ensure timely completion.
• Technology-savvy with the ability to learn new systems and processes quickly.

Nice To Haves

• Familiarity with JM&A products, effective collaboration, and understanding our value proposition to our dealer clients is a plus.
• Bonus points for experience in an omnichannel contact center.
• Experience with Alvaria, Ring Central, Salesforce, or Power Bi platforms is a plus.

Responsibilities

• Empower associates by fostering leadership skills and creating meaningful growth opportunities
• Provide ongoing feedback and personalized coaching to inspire growth and strengthen team performance
• Monitor and analyze key performance metrics to ensure accuracy and drive informed decisions.
• Identify and implement opportunities for process improvement to enhance team efficiency and performance.
• Maintain and enhance processes, procedures, and reporting for optimum efficiency.
• Ensure departmental performance aligns with objectives and service levels.
• Communicate departmental impacts clearly and effectively with teams.
• Act as a point of contact for escalations and issues, offering customer support and resolution.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees