Supervisor - Customer Care

Ally • Jacksonville, FL

67d • $55,000 - $80,000 • Onsite

About The Position

As a Customer Care Supervisor, you will be responsible for overseeing the daily operations of our customer care team, with a specific focus on the insurance repair check and remote deposit process. While working in a secure mailroom environment, you will ensure that our customers receive prompt, professional, and efficient service. You will also be responsible for training and mentoring customer care representatives, handling escalated customer issues, and implementing strategies to improve overall customer satisfaction. Ally Work location for this role is: Jacksonville, FL This role requires an average of five (5) days a week in the office, shift: 8am to 5pm EST

Requirements

• 1+ year of customer service experience required
• Proven experience as a Customer Care Supervisor or in a similar supervisory role.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a customer-focused mindset.
• Ability to lead, motivate, and develop a team.
• Proficiency in customer service software and tools.
• Strong organizational and time management skills.
• Ability to handle stressful situations and remain calm under pressure.
• Strong work ethic and sense of urgency to complete objectives.
• Project management skills, strong leadership skills, and excellent communication skills (oral and written).
• Ability to create an environment which motivates a diverse group of staff members.
• High school diploma or equivalent required

Nice To Haves

• Leadership experience preferred, not required

Responsibilities

• Supervise and support a team of customer care representatives.
• Monitor and evaluate the performance of the customer care team.
• Handle escalated customer inquiries and complaints in a professional and timely manner.
• Develop and implement customer service policies and procedures.
• Train and mentor new and existing customer care representatives.
• Oversee the insurance repair check and remote deposit process.
• Analyze customer feedback and identify areas for improvement.
• Collaborate with other departments to resolve customer issues and improve service quality.
• Prepare and present regular reports on customer care performance and metrics.
• Facilitate meetings/discussions in a group/team setting.
• Monitor operational metrics, observe trends, and make process improvement recommendations.
• Identify process improvement opportunities and partner with stakeholders across business units to develop effective improvement plans and establish stronger partnerships.
• Recommend and encourage employees to seek innovative improvements to processes to improve team performance and effectiveness.
• Ensure employees have appropriate training and other resources to perform their job tasks/functions.
• Participate in workforce management; involved in employee scheduling, internal employee rotations/cross-training efforts, and performance management.
• Maintain knowledge of policies and procedures to research/handle escalated/complex issues and to accurately respond to employees, dealers, and customers' inquiries.
• Audit work output to ensure accuracy and compliance
• Additional tasks as assigned

Benefits

• Time Away: Program starts at 20 paid time off days in addition to 11 paid holidays and 8 hours of volunteer time off yearly (time off days are prorated based on start date and program varies based on full or part-time status and management level).
• Planning for the Future: plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company contributions, student loan pay downs and 529 educational save up assistance programs, tuition reimbursement, employee stock purchase plan, and financial learning center and financial coach access.
• Supporting your Health & Well-being: flexible health and insurance options including medical, dental and vision, employee, spouse and child life insurance, short- and long-term disability, pre-tax Health Savings Account with employer contributions, Healthcare FSA, critical illness, accident & hospital indemnity insurance, and a total well-being program that helps you and your family stay on track physically, socially, emotionally, and financially.
• Building a Family: adoption, surrogacy and fertility assistance as well as paid parental and caregiver leave, Dependent Day Care FSA back-up child and adult/elder care days and childcare discounts.
• Work-Life Integration: other benefits including Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers program and other employee discount programs.
• Other compensations: depending on the role for which you are considered, you may be eligible for travel allowances, relocation assistance, a signing bonus and/or equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees