Director, Customer Service

GEICO • Richardson, TX

1d • Hybrid

About The Position

At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive through relentless innovation to exceed our customers’ expectations while making a real impact for our company through our shared purpose. When you join our company, we want you to feel valued, supported and proud to work here. That’s why we offer The GEICO Pledge: Great Company, Great Culture, Great Rewards and Great Careers. GEICO is one of the nation's largest and fastest-growing auto insurers thanks to our low rates, outstanding service and clever marketing. We're an industry leader employing thousands of dedicated and hard-working associates. As a wholly owned subsidiary of Berkshire Hathaway, we offer associates training and career advancement in a financially stable and rewarding workplace. At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive through relentless innovation to exceed our customers’ expectations while making a real impact for our company through our shared purpose. When you join our company, we want you to feel valued, supported and proud to work here. That’s why we offer The GEICO Pledge: Great Company, Great Culture, Great Rewards and Great Careers. Our success is no secret - it's the result of investing in exceptional individuals. We seek a highly motivated Director of Customer Service. You will be on the front line of driving GEICO Service culture, improving the customer experience, and generating long-term profitable growth by leading a talented service team. You will drive excellent service with a focus on retention and cross-selling other MOAT or GEICO products contributing to the profitable growth of GEICO. Work Location: This is a hybrid role, requiring a minimum on-site presence of 4 days per week in our Tucson, AZ; Dallas, TX; Tampa, FL; Lakeland, FL; Virginia Beach, VA or Fredericksburg, VA office.

Requirements

• Bachelor’s degree or 10+ years of multi-site contact center leadership experience, with responsibility for 500+ associates.
• Minimum 5+ years in P&C insurance operations, including at least 2+ years at the Director level or above.
• Cross-functional experience working with product and technology to drive digital transformation and automation initiatives.
• Deep understanding of insurance/financial services operations workflow.
• Ability to quantify impacts, understand trends in data and leverage data storytelling to make objective business decisions across multiple locations.
• Ability to outline a clear vision and influence a group of people to make the vision a reality through resource allocation, structure, and ownership.
• Proven track record of collaboration across multiple business functions to drive significant business improvements.
• Expertise in handling heavy customer call volume in a fast paced, results centric environment that requires consistent iteration and urgent action.
• Attain and maintain the required licenses issued by the state insurance department of various states.
• Exceptional leadership, problem-solving skills and strategic judgment, enabling effective resolution of complex business challenges utilizing strong conflict resolution, organizational and priority setting skills.
• Proven track record in driving associate engagement at a larger scale and exceeding KPI targets with a clear methodology that is repeatable
• Leads with humility and empathy, earning trust and inspiring confidence.
• Effectively manages and communicates decisions in complex, high-stakes environments.
• Leads from the front and isn’t shy about using their voice.
• A lifelong learner with critical thinking skills who views situations and challenges through multiple lenses.
• Attentive, empathetic listener with exceptional character and high emotional intelligence.

Nice To Haves

• Director Prep Program participation is preferred.

Responsibilities

• Strategic leadership Develop and implement customer service policies, strategies, and best practices to improve service quality, efficiency, and effectiveness.
• Coordinate strategies with other functional areas within GEICO including Sales/ Compliance/ and Product organizations to align service efforts with overall business objectives.
• Effectively communicate to all levels, especially results through presentations.
• Team management Lead, coach, and motivate a team of customer service managers which includes hiring, training, and setting service standards and KPIs.
• Guide and mentor associates through training, performance appraisals, salary adjustments, and disciplinary actions, ensuring a high-performing team.
• Assist with Hiring, Onboarding, and Training as needed with corporate business partners.
• Reduce regrettable turnover to acceptable levels, improve engagement of associates.
• Operational Oversight and Excellence Oversee the daily operations of the customer service department, aligning resources, streamlining processes and ensuring all inquiries, issues, and complaints are handled promptly and effectively.
• Identify efficiency and call reduction opportunities through increased self-service, automation, and process improvement.
• Performance analysis Provide Outstanding Customer service as measured by surveys and other feedback and key performance indicators such as response times and customer satisfaction scores.
• Ensure appropriate Staff Sufficiency to manage all contacts, meeting service level and abandoned call percentage targets.
• Establish systems to capture and analyze customer feedback to identify trends and areas for improvement.
• Cross-functional collaboration Work across multiple business partners to ensure compliance with quality standards, identifying efficiency and call reduction opportunities through increased self-service, automation, and process improvement.
• Effectively communicate to all levels, especially results through presentations.
• Direct the technical and clerical Service and Underwriting activities.
• Be engaged with product, technology and other business partners to reduce and eliminate customer contacts and friction by improving processes, driving automation, prioritizing improvements, and solving problems.

Benefits

• Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.
• Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
• Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
• In office and remote opportunities, as well as our signature GEICO Flex program, offering the ability to work remotely for up to four weeks per year.
• Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.

What This Job Offers

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