Job details
Salary $54,100 - $79,200 a year
Full job description
As a customer service supervisor you lead and motivate customer services representatives and team activities relating to operating the customer response center (crc) in ensuring timely, accurate, and responsive guidance to policyholders on a variety of personal lines products, plans, and programsExercises initiative and independent judgment while solving complex customer issuesEnsures high level of service to achieve exceptional customer satisfaction and promote the growth and retention of business.
**must be willing to work weekends and holidays**
Responsibilities:
Supervises licensed customer service representatives to ensure exceptional customer service skills and techniques are being used to service policyholders and to generate policy endorsements and sales leads.
Responsible for day-to-day oversight of a team of customer service representatives, allocates and monitors daily workflow.
Responsible for the recruiting and hiring of customer service representatives and monitors licensing and continuing education requirements to ensure timely fulfillment.
Makes recommendations on exceptional customer-focused candidates and provides feedback to team manager.
Provides coaching to customer service representatives on exceptional customer service skills and techniques (i.e., ownership, `wow` factor, rapport building, probing, voice inflection, wrap-up time), sales skills, procedural knowledge, policy coverage information, and systems, i.e., desktop, phone, etc.
Coaching is designed and delivered using both individual and group techniquesConducts quality control observations to monitor the quality of telephone service and desk workflow through nice technology.
Reports results and trends to team manager with recommendations on development at both the individual and team level.
Follows through on developing service representatives in areas identified during quality control observations.
Evaluates staff performance by conducting side-by-side and remote observations, regular follow-up meetings with employees, and by providing on-going performance feedback.
Recommends and/or initiates disciplinary, developmental, and personnel actions, i.ePromotions, transfers, salary increases, etc.
Analyzes data (i.eCms, sat, etc.) to understand, plan and implement interactive and appropriate coaching sessions for customer services representatives and team.
Coaches to the behaviors versus the numbers.
Encourages and promotes initiative and risk taking of staff through coaching and monitoring sessions.
Presents group and individual coaching sessions for staff and co-workers based on identified present and future needs.
Resolves complex policyholder concerns through appropriate levels within the call center.
Acts as a liaison to other personal market departments to facilitate the resolution of customer inquiries or complaints.
Manages 13-17 individuals.
Performs additional duties as assigned by manager or may participate on special projects as needed.
Bachelor`s degree in a business -related field or equivalent experience is required, plus a minimum of 2-3 years of directly related insurance work experience preferred.
Must have strong knowledge of a variety of personal lines insurance products, plans, and programs, including heavy customer contact.
Demonstrated written and oral communication skills and interpersonal skills are essential.
Multi-state property and casualty licensing also required.
At liberty mutual, our purpose is to help people embrace today and confidently pursue tomorrowThat`s why we provide an environment focused on openness, inclusion, trust and respectHere, you`ll discover our expansive range of roles, and a workplace where we aim to help turn your passion into a rewarding profession.
Liberty mutual has proudly been recognized as a “great place to work” by great place to work® us for the past several yearsWe were also selected as one of the “100 best places to work in it” on idg`s insider pro and computerworld`s 2020 listFor many years running, we have been named by forbes as one of america`s best employers for women and one of america`s best employers for new graduates—as well as one of america`s best employers for diversityTo learn more about our commitment to diversity and inclusion please visit: https://jobs.libertymutualgroup.com/diversity-inclusion
We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-beingTo learn more about our benefit offerings please visit: https://lmi.co/benefits
Liberty mutual is an equal opportunity employerWe will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran`s status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.
Bachelor`s degree
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