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Brightway Insurance, an over $500 million national independent agency franchise with locations in 21 states and also the company named #1 Franchise to Buy in the U.S. by Forbes, is seeking a Customer Experience Supervisor.
We are looking for people with experience, ideas and enthusiasm. Build on your past success; experience and entrepreneurial spirit to coach and develop team members to perform at the highest level in every interaction.
In this role, the incumbent professional will be a key influencer in our ongoing customer experience evolution. Will lead a team of insurance professionals to deliver excellent service experience to policyholders and agents nationwide.
May report to Manager or Director in Service Center
Principal Duties and Responsibilities:
Leads people who handle inbound and outbound phone calls from/to customers, agents and others
Has deep understanding of Customer Service concepts, practices and procedures
Performs consistent individual discussions to gain a better understanding of job performance and opportunities to improve
Proactively identifies improvements that would enable better customer service, efficiency in workflow/output and enhanced work environment
Ability to respond to and resolve escalated issues
Incorporates feedback to achieve higher levels of customer satisfaction
Documents activities and follow up in appropriate systems regularly and accurately
Conducts performance reviews and salary recommendations for team
Administers company HR policies/procedures
Reports activity and outcomes to manager
Represents team to company leadership
Performs other related duties as assigned
Qualifications:
Prior personal lines insurance experience required
Bachelor's degree preferred
Property and Casualty license preferred
Demonstrated decision-making and problem-solving abilities combined with strong leadership and training/development skills
Ability to learn, embrace and put into practice new concepts and skills
Flexibility and adaptability to a changing, fast-paced environment is critical in this position
Strong interpersonal and teamwork skills
Excellent communicator; must be able to convey ideas in a clear and concise manner
Able to gather and analyze facts and data, draw inferences, weigh alternatives and present logical solutions
Must be proficient in Microsoft Office products (Word, Excel, Outlook, PowerPoint)
Interested? Click on the link below to fill out our application.
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