Manager, Customer Service

Customer Service leadership is responsible for the daily operations in the Customer Service department: staffing, setting performance goals, objectives, processes, etc. 

ESSENTIAL FUNCTIONS: 
• Manages and trains the call center operations staff, ensuring that interactions with customers are efficient and prompt. 
• Forecasts telephone traffic to make necessary staffing adjustments. 
• Recommends new technology or modifications to enhance the call center’s processes and systems. 
• Prepares reports on call center trends for the senior leadership. 
• Implements procedures and provides guidance to ensure customer inquiries and complaints are handled and processed in accordance with the organization’s objectives. 
• Develops, maintains and implements operating systems and procedures for the department. 

QUALIFICATIONS:
• Bachelor’s degree in a related field. 
• Four years of experience in customer service or a call center environment (three of which must be in the insurance industry or directly related to the subject matter). 
• Two years of experience must have been in a leadership or mentoring capacity. 
• P&C Adjuster Licensing preferred 
• Applicable insurance designations or the completion of courses. 

Please note this position is office based but may require occasional travel for training or team meetings.