Customer Service Manager - Personal Lines
Montage, Albany, NY, United States
The
Customer Service Manager for Personal Lines
is responsible for leading the customer service team and overseeing all aspects of customer support operations. This role involves developing and implementing customer service strategies, ensuring a high level of customer satisfaction, and managing the performance and development of the customer service staff.
Your Impact
Manage and mentor the Customer Care and Policy Service teams to improve the teams’ understanding of customer needs and assure customer satisfaction by meeting/exceeding those needs and expectations. Fosters a motivating and empowering work environment.
Collaborate with supervisor and other business unit leaders to establish and monitor business unit KPIs in support of achieving or exceeding client service and business retention expectations.
Responsible for performance goals, including service levels, abandon rate, call quality and accuracy as well as adherence to procedure and compliance requirements. Ensure that resources are appropriately allocated to meet or exceed these service standards.
Use objective tools to coach individual staff development. Outline corrective action steps to promptly address performance shortfalls.
Research and respond to escalated customer service issues and addresses service errors or anomalies to effect prompt resolution. Takes initiative to contribute to development of long-term solutions to prevent recurring or similar errors or problems, with a “customer first” philosophy.
Review business system and performance data to measure productivity and goal achievement. Engage with Business Systems team and direct reports to optimize customer service experience, improve retention and drive process efficiency.
Maintain a working knowledge of customer service “best practice” models, client contract provisions and business requirements, applicable state and federal regulations and other industry standards/updates.
Maintain a working knowledge of tools used to support administration of services for clients, with an ability to train new and existing employees in system use and optimization.
Supervisory Responsibilities
Directly supervises Customer Care Specialists, Customer Care Representatives, Team Leader – Policy Service, Policy Service Specialist and Policy Service Processors.
Carries out supervisory responsibilities in accordance with the Company’s policies, procedures, and applicable laws.
Responsibilities include interviewing, hiring, promoting, and training employees; planning, assigning, directing and approving work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; and recommending salary adjustments.
Successful Candidates Will Have
3+ years’ experience in customer contact operation, with a minimum of 2 years’ supervisory experience; or an equivalent combination of education and experience.
Knowledge of Personal Lines insurance industry and call center technologies preferred. Degree in business or management is helpful but not required.
Proven ability to coach and mentor others with specific and measurable objectives in areas such as people management, leadership and quality.
Strong interpersonal and communication skills, with demonstrated ability to provide client‑centric service.
PC proficiency and acumen to serve as Subject Matter Expert for agency management system; capability to translate data into insights and business value.
Current NYS Property and Casualty or Personal Lines license preferred or attained within 60 days of hire.
Pay Range $85,000 - $95,000 Annual
One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
Personal information submitted by California applicants in response to a job posting is subject to One80's California Job Applicant Privacy Notice.
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Customer Service Manager for Personal Lines
is responsible for leading the customer service team and overseeing all aspects of customer support operations. This role involves developing and implementing customer service strategies, ensuring a high level of customer satisfaction, and managing the performance and development of the customer service staff.
Your Impact
Manage and mentor the Customer Care and Policy Service teams to improve the teams’ understanding of customer needs and assure customer satisfaction by meeting/exceeding those needs and expectations. Fosters a motivating and empowering work environment.
Collaborate with supervisor and other business unit leaders to establish and monitor business unit KPIs in support of achieving or exceeding client service and business retention expectations.
Responsible for performance goals, including service levels, abandon rate, call quality and accuracy as well as adherence to procedure and compliance requirements. Ensure that resources are appropriately allocated to meet or exceed these service standards.
Use objective tools to coach individual staff development. Outline corrective action steps to promptly address performance shortfalls.
Research and respond to escalated customer service issues and addresses service errors or anomalies to effect prompt resolution. Takes initiative to contribute to development of long-term solutions to prevent recurring or similar errors or problems, with a “customer first” philosophy.
Review business system and performance data to measure productivity and goal achievement. Engage with Business Systems team and direct reports to optimize customer service experience, improve retention and drive process efficiency.
Maintain a working knowledge of customer service “best practice” models, client contract provisions and business requirements, applicable state and federal regulations and other industry standards/updates.
Maintain a working knowledge of tools used to support administration of services for clients, with an ability to train new and existing employees in system use and optimization.
Supervisory Responsibilities
Directly supervises Customer Care Specialists, Customer Care Representatives, Team Leader – Policy Service, Policy Service Specialist and Policy Service Processors.
Carries out supervisory responsibilities in accordance with the Company’s policies, procedures, and applicable laws.
Responsibilities include interviewing, hiring, promoting, and training employees; planning, assigning, directing and approving work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; and recommending salary adjustments.
Successful Candidates Will Have
3+ years’ experience in customer contact operation, with a minimum of 2 years’ supervisory experience; or an equivalent combination of education and experience.
Knowledge of Personal Lines insurance industry and call center technologies preferred. Degree in business or management is helpful but not required.
Proven ability to coach and mentor others with specific and measurable objectives in areas such as people management, leadership and quality.
Strong interpersonal and communication skills, with demonstrated ability to provide client‑centric service.
PC proficiency and acumen to serve as Subject Matter Expert for agency management system; capability to translate data into insights and business value.
Current NYS Property and Casualty or Personal Lines license preferred or attained within 60 days of hire.
Pay Range $85,000 - $95,000 Annual
One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
Personal information submitted by California applicants in response to a job posting is subject to One80's California Job Applicant Privacy Notice.
#J-18808-Ljbffr