Director of Customer Service

Matic • Columbus, OH

66d

About The Position

We are looking for a highly skilled and experienced operational leader to play a critical role in the refinement, design and integration of Customer Service strategies and programs. Reporting to the Senior Vice President of Sales and Service, this person will direct and oversee the customer service operation at Matic.

Requirements

• Bachelor's degree in a business or finance related field is preferred
• A minimum of five years of related experience required, with prior management experience in insurance sales, service or underwriting with increasing levels of responsibility preferred
• Property & Casualty or Personal Lines license is required
• Proven track record of leading highly effective teams and driving results
• Strong analytical skills, service and contact center technology acumen, and ability to synthesize large amounts of data to determine and direct meaningful change in the business
• Ability to work well under pressure, to prioritize and deliver business results
• Excellent interpersonal skills; strong verbal & written communicator w/an ability to be effective in a business-to-business setting and to all levels of executive leadership
• Must be able to travel up to 15% of the time

Responsibilities

• Create and communicate an overall vision for service and retention within the Agency, setting goals and recommending improvement plans based on trends
• Evaluate, refine and develop processes and procedures to drive maximum performance of the Customer Service and Retention teams
• Manage medium to large projects and initiatives that drive efficiency and effectiveness
• Work directly with our Agency Operations, Workforce Management, and Sales teams to effectively implement cross-functional programs
• Develop service level standards focused on issue resolution and response times
• Implement systems that capture and report on service metrics including customer feedback
• Be involved with potential E&O customer escalations
• Provide feedback to Training, QA and Sales

Benefits

• Career advancement - we have a culture that focuses on internal promotion and career growth.
• You have an ownership stake - all Maticians receive Matic stock options
• Unlimited Paid Time Off
• Company covered Health, Dental & Vision insurance for each Matician ($0 out of your paycheck for benefits), plus HSA with employer contribution
• 401(k) Retirement Plan
• Continuing education, licensing and professional development paid for by Matic
• A TRUE team culture - One team, one dream is our company motto and while we are working hard to simplify the world of insurance, we never forget to play hard as well - we pride ourselves on frequent team events like happy hours, game nights, volleyball/kickball teams
• Modern office environment (that's CDC compliant!) - we have a trendy HQ in the heart of German Village in downtown Columbus with awesome amenities including ping pong tables, coffee/espresso bar, flavored water bar

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees