Manager, Customer Service

BP&C•Omaha, NE

11d•Onsite

About The Position

We are looking for a highly capable Customer Service Manager to join our team and work from our Omaha, NE office. This role will manage a team of Client Service employees working in a call center providing exceptional customer service to client’s inquiries, concerns, and requests about products and services offered by Farm Family. The majority of the Client Service employees are located in Springfield, MO. This role reports directly to the Director of Customer Service for the Client Service Center located in Springfield, MO. This is a 100% in-office position. Candidates must be able to work on-site at a designated company office during scheduled hours. The Client Service Center operates Monday through Saturday.

Requirements

An understanding of management approaches such as work scheduling, prioritizing, and coaching along with substantial knowledge supporting claims functions typically achieved through:
A minimum of four years experience in customer service or call center environment (three of which must be in insurance industry or directly related to subject matter), with at least one year of which includes managing people working on site and/or remotely in another office, to meet department objectives; and
A bachelor’s degree from an accredited university. Four additional years of related experience may be substituted in lieu of a degree.
Must have good business acumen (i.e. understand how an insurance company works and makes money, including how this role impacts both Farm Family and our customers’ ability to be profitable).
Independent decision maker – takes full responsibility for making decisions keeping risk and compliance at the center of the process.
Makes decisions with data driven tools and information.
A strong focus on execution in getting things done right.
Proven ability to consistently produce and deliver expected results to all stakeholders by:
Finding a way to achieve success through adversity.
Being solution (not problem) focused
Thinking with a global mindset first.
Successful traits (flexibility, ability to thrive in change, being resourceful on your own) necessary to work in a fast paced environment that is evolving constantly.
Strong focus on selection – determined to have the right people who do the best job.
Has a reputation for his/her ability to identify, attract, and hire talented people.
A team builder, someone who understands that success is dependent upon the performance of the team and not individual team members.
Creates strong morale and spirit within the team: shares wins and celebrates success as a team
Dedicated to developing talent.
Understands and is committed to teaching technical skills and developing people so that they realize their full potential.
Ability to establish mentoring relationships with key employees and participates in the development of succession and training plans for all positions.
Empowers others by driving decision-making, authority, and resources to trusted employees and providing stretch assignments.
Ability to identify and resolve conflicts in a timely, objective manner, using sound judgment to reach a solution.
Demonstrates active listening and proactive communication by listening first, and then preparing carefully before engaging in conversation to communicate well thought out feedback.
Shows care and concern by expressing curiosity authentically, being self-aware, constantly engaging input from others, and collaborating with ease.
Ability to build rapport and foster collaborative, productive relationships with business partners and organizational peers with a focus on timely and meaningful exchanges of information and providing value-added solutions.
The courage to offer and support others to express different opinions and ideas, regardless of popularity or immediate acceptable.
Excellent evaluation and strategic skills required.
Effective time management skills and ability to prioritize workload while handling multiple tasks and deadlines.
Ability to articulate the financial value of your work at multiple responsibility levels inside our clients’ business which may include CEO.
Must work independently and demonstrate the ability to exercise sound judgment.
Demonstrates inner strength.
Has the courage to do the right thing and demonstrates it on a daily basis.
Exhibit natural and intellectual curiosity.
Consistently considers all options and is not governed by conventional thinking.
Proficient in MS Office Suite and other business-related software.
Polished and professional written and verbal communication skills.
The ability to read and write English fluently is required.
Must demonstrate a desire for continued professional development through continuing education and self-development opportunities.

Responsibilities

Successfully supervise and provide training, mentoring, and technical oversight to a team of call center staff (not all on-site), ensuring that interaction with customers is efficient and prompt.
Provides technical support leadership and direction with a focus on supporting the consistent execution of the call center functions, enhancement/improvement of processes and procedures, and maintenance of operational excellence.
Ensure performance objectives and metrics are in place and being met to support and meet department goals.
Forecast telephone traffic in order to make necessary staffing adjustments.
Acts as a role model, and with sustained positive energy, demonstrating belief in, and commitment to, the values of Farm Family.
Continuing to build and lead a value-based organization committed to long-term success.
Implements procedures, provides guidance, and handles escalated calls to ensure customer inquiries and complaints are handled and processed in accordance with organization’s objectives.
Prepares reports on call center trends for senior leadership.
Collaborates with other Client Service Center Management to help design and implement operational plans and procedures aimed at achieving efficiencies so that the department can meet its Key Performance Indicators (KPI) and the business unit can meet both growth and profitability targets.
Drives continuous improvement through initiatives involving the employees, processes and technology.
Supports the selection process to hire and retain Call Center employees that consistently demonstrate appropriate technical expertise, maturity and a professional commitment to excellence and customer service.
Managing expenditures for the team to budget / plan.
Occasional work required to be done outside of normal business hours (i.e. after standard business hours or on weekends).