Supervisor, Customer Service Contact Center

Pets Best Insurance Services, LLC is a corporate holding company managing various pet health brands and services. They are seeking a Supervisor for their Customer Service team to lead, coach, and develop non-exempt employees, ensuring a positive and productive work culture that contributes to business growth.

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

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)
• Bachelor's degree preferred