Customer Service Rep

Our client is looking for a customer service supervisor. Their business is growing rapidly, and this individual will be responsible for the overall supervision of the Personal Lines Customer Service employees.

Responsibilities:
• Develops, motivates, evaluates, and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service.
• Works directly with staff to answer questions, monitor calls and give ongoing feedback.
• Monitors all performance measures such as daily stats and schedule adherence.
• Allocates resources to meet volume and performance demands.
• Analyzes, reviews, and communicates team performance on a regular basis.
• Identifies developmental needs for individual team members.
• Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals.
• Build a cohesive team that works well together.
• Acts as liaison between staff and other areas of the business.
• Day to day interaction with customers including endorsements, changes, renewals, and cancellations.
• Manage conflicts with customers and resolve issues with other managers regarding orders.

Requirements:
• Excellent leadership abilities: skill to motivate.
• Possesses a great deal of patience when working under pressure.
• Strong people skills; pleasant and courteous.
• Minimum 2 years’ experience leading teams.
• Strong written and verbal communication skills.
• Excellent computer skills.
• Skilled at negotiating resolution to customer problems and issues.
• Multitasking a must.
• Positive attitude.
• Leads by example.
• Excellent presentation
• Customer Service experience at list 10 years
• High school degree better if has some college degree.
• Bilingual is a must – 100% fluent in English, and in Spanish (read, speak, write).
• Experience with MS Office.
Ability to pass a background check and drug test screen.

IND-EL