Director of Customer Service

2 months ago

Boston, United States Plymouth Rock Assurance Full time

The Director of Customer Service and Operations will work closely with the leadership team in developing strategy, with particular emphasis on exceeding service standards, engaging employees, optimizing our operations and enhancing the Customer and Agency Experience. The Director will develop recommendations on business practices, technologies and strategic priorities, and subsequently oversee the implementation of relevant process changes to ensure the achievement of departmental and company goals/objectives. He/She will work closely with cross company service centers to identify and implement best practices.


Essential Functions and Responsibilities:

  • Leads operations and processes associated with service activities and policy services.
  • Creates and leads a culture of service excellence. Fosters an enthusiastic environment that is team-oriented, customer focused, and quality driven.
  • Drive operation improvements that will minimize expenses while delivering on service level objectives.
  • Acts as “voice of the agent and customer” in designing and implementing technology initiatives to promote ease of use, profitability and retention, and improve efficiency, including plans for increased agent and customer self-service.
  • Develops and sustains effective and mutually beneficial relationships between agents, marketing reps and customers.
  • Develops and maintain metrics measuring customer and agency satisfaction and productivity trends. The Director should be able to not only understand the metrics but develop new insights from the metrics driving further service improvements.
  • Provides strong leadership and acts as coach and role model to develop team members’ management skills. Identifies training needs and assesses quality and performance standards for the staff.
  • Responsible for defining and communicating annual department goals and performance expectations, including projected metrics and benchmarks.
  • Facilitates communication between functional areas within Home and service organizations across the enterprise.
  • Communicates and works collaboratively on identified agency production, training or quality issues with Marketing Reps and Managers.

Qualification and Education:

  • Bachelor’s Degree; plus a minimum of 5 years director or supervisor level experience directly related to call center leadership.
  • Insurance industry experience is preferred.
  • Extensive experience with contact center systems.
  • Superior strategic, analytical, and interpersonal skills.
  • Strong leadership skills. Must have the ability to motivate others and a positive "can do" attitude.
  • Strong customer service and problem solving skills.
  • Ability to effectively evaluate complex information and make appropriate decisions.
  • Qualifications and aptitude to move into other senior management roles within the organization.

About the Company

The Plymouth Rock Company and its affiliated group of companies write and manage over $2.0 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 2,000 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.

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