Supervisor, Customer Service Contact Center

Independence Pet Group

2d•Remote

About The Position

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America. We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands. Job Summary: Pets Best is seeking a Supervisor, Customer Service who will report to the AVP, Customer Care. The Supervisor, Customer Service is responsible for leading a team of non-exempt employees for the Customer Service group. Providing leadership, coaching and development. You will own full supervisory and administrative responsibilities for the team members, and also share with other leaders the responsibility overall for a positive, friendly culture in the department that is customer-centric, productive, and contributes to the growth of the business. Job Location: Remote – USA

Requirements

2+ years’ experience in call center leadership
Minimum 2 years’ experience with performance coaching
Ability to obtain Property and Casualty insurance licensing within 60 days employment
High integrity & ability to handle confidential information
Creativity and high energy level
Experience with Microsoft Suite including: Word, Excel, PowerPoint, and Outlook or other comparable software
Demonstrated effective leadership skills & experience leading teams
Proven ability to lead and manage multiple projects through to completion with minimal supervision
Excellent verbal/written communication skills
Excellent organization, prioritization, time management skills.
Demonstrated ability to handle multiple priorities
Ability to work with multiple levels of management internally and with customers (or clients).
High integrity & ability to handle confidential information.

Nice To Haves

Bachelor’s degree preferred

Responsibilities

Responsible for being a liaison between employees and AVP Customer Care
Receives direction from AVP Customer Care to ensure metrics are being met
Provides guidance around daily direction and communication to employees so that responsibilities are completed in a timely, efficient and knowledgeable manner.
Receives direction from AVP Customer Care to provide performance feedback, process confirmation, and coaching on a regular basis to each team member.
Ensures employees have appropriate training and other resources to perform their jobs.
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
Works with AVP Customer Care to address disciplinary and/or performance problems according to company policy.
Assists the VP and AVP Customer Care with daily operations to include the development, analyses and implementation of staffing, training, corrective action, scheduling and reward/recognition programs.
Works as a member/leader of special or ongoing projects that are important to area/process improvement.
Shares continual responsibility for deciding how to manage the employees, ensuring calls and other duties are handled efficiently and effectively.
Works with AVP Customer Care to establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
Uses appropriate judgment in upward communication regarding department or employee concerns.
Assists with incoming Customer Care phone calls or other Customer Care duties as needed.
Able to handle customer care escalation calls and requests to speak with a supervisor.
Performs other duties as assigned.