Customer Support Specialist assisting the Mable community through high - volume inbound calls. Advocating for users and providing guidance while maintaining service excellence.
About the role
- Customer Care Supervisor leading a high-performing customer service team at Farmers, focused on enhancing customer experiences. Delivering coaching and support to meet business goals in a hybrid work environment.
Responsibilities
- Supervises assigned team of representatives to deliver pristine customer experiences through timely inquiry resolution.
- Deliver real-time, individualized coaching to improve representative and team performance in support of company goals.
- Monitors all aspects of team performance, including but not limited to, customer experience, work product quality, efficiency, and compliance with established company and regulatory guidelines.
- Creates and implements plans to constantly improve team performance and develop individual team member skill sets.
- Accountable for ensuring team members meet individual and team performance goals.
- Responsible for regularly communicating individual performance to each team member and providing team performance information to assigned Manager or Director.
Requirements
- High School Diploma or equivalent required
- Bachelor's degree preferred
- Experience working as a Supervisor within a P&C Insurance Call Center highly preferred
- Related experience in a senior service support role required
- Ability to work under pressure in a fast-paced and complex environment
Benefits
- Bonus Opportunity (based on Company and Individual Performance)
- 401(k)
- Medical
- Dental
- Vision
- Health Savings and Flexible Spending Accounts
- Life Insurance
- Paid Time Off
- Paid Parental Leave
- Tuition Assistance
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