Insurance Customer Service Supervisor
About The Position
The future is bright for the Porch Group, and we’d love for you to be a part of it as our Insurance Customer Service Supervisor. Homeowners of America, (A Porch Group Company) is a leading provider of homeowners insurance, committed to offering high-quality, comprehensive coverage to our customers. We pride ourselves on delivering exceptional customer service and innovative insurance solutions tailored to meet the needs of our policyholders. The Insurance Customer Service Supervisor requires a deep understanding of the insurance industry and is responsible for overseeing customer service processes, ensuring all inquiries and complaints are handled satisfactorily, and managing the customer service team to maintain the highest level of customer satisfaction. Our ideal candidate is a problem solver, an excellent communicator, and has a deep understanding call center best practices.
Requirements
- Minimum of 3+ years of experience in a call center environment, with at least 2 years in a supervisory role preferred.
- Proficiency in Microsoft Office and customer service software
- Outstanding communication and interpersonal skills
- Excellent leadership and team management abilities
- Customer-service oriented with a problem-solving attitude
- BSc degree in Business Administration or relevant field, or equivalent experience
- Strong knowledge of property and casualty insurance
- P&C Licensed Required
- Recent call center handling experience
Responsibilities
- Supervise day-to-day operations in the customer service department
- Foster a positive and collaborative work environment
- Respond to escalated customer service issues in a timely manner
- Continuously improve call center processes and performance.
- Ensure team compliance with company policies, procedures, and industry regulations
- Monitor and analyze call center performance metrics, including call volume, response times, Quality, and customer satisfaction.
- Assist in training and hiring of customer service staff
Benefits
- Three (3) Medical plan options
- Two (2) Dental plan options
- Vision plan
- Critical Illness plans
- Hospital Indemnity plans
- Accident plans
- Pre-tax savings options
- Partially employer funded Health Savings Account
- Employee Flexible Savings Accounts including healthcare, dependent care, and transportation savings options
- Company paid Basic Life and AD&D
- Short and Long-Term Disability benefits
- Voluntary Life and AD&D plans
- Traditional and Roth 401(k) plans
- Discretionary employer match for 401(k)
- Employer paid wellbeing program (Supportlinc)
- On demand guided meditation and mindfulness exercises
- Mental health coaching
- Clinical care
- Online access to confidential resources including will preparation
- Free resource for year-round discounts on gym memberships, travel, appliances, movies, pet insurance and more (LifeBalance)
- Flexible paid vacation
- Company-paid holidays of typically nine per year
- Paid sick time
- Paid parental leave
- Identity theft program
- Travel assistance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
