CLIENT SERVICES SUPERVISOR II
2 weeks ago
*** Posted 4/17/2024 ***
Overview of the Client Services Supervisor II
The Client Services Supervisor II will manage a dual role of training & leading a team of representatives. Will ensure SLAs are met for inquiries on billing & coverage of commercial auto & property policies, and client' issues are resolved. Will be on the phones a portion of the day and be a backup for escalated calls.
Duties of the Client Services Supervisor II
- Maintain an understanding and application of billing processes
- Answer questions and train staff on billing, basic usage of retail software products, and other customer service processes
- Assist with the hiring process, training, performance review, promotions, improvement plans and terminations
- Work with management to develop department processes and procedures
- Actively respond to team questions and concerns
- Handle escalated calls/situations
- Review all communication between customer service personnel and customers to ensure compliance and quality assurance standards are met
- Evaluate call volume to determine patterns and forecast staffing needs
- Make decisions as needed on customer service processes and on individual customers' accounts
- Answers questions and train staff in handling Tier I technical issues related to direct bill, binding, and basic usage of policy servicing products for insurance agents
- Must be available to work an 8-hour shift from 7:00 AM to 8:00 PM. Schedule can rotate biweekly for shared responsibility working a closing shift.
- 12-weelks of onsite training. Hybrid schedule after training
- $65-$75K, DOE
- Full benefits
- Wellness Program
- Onsite, State of Art Gym
- 401(k)
- Holiday Pay & Generous PTO Plan
- Tuition Reimbursement
- Advancement Opportunities
- Minimum of 3-5 years of related experience
- Must have experience managing 5-10 employees
- Bachelor's in Business or related field is required
- Excellent communication and interpersonal skills
- Ability to think critically and to find alternate solutions to various problems
- Attention to Detail
- Multitasking Skills
- Proficiency in MS Office
- Math Proficiency
- Commercial auto & property insurance experience would be a plus
- Experience managing a team of helpdesk representatives is a plus
If you meet the criteria and are interested in learning more about the Client Services Supervisor II, please send your resume to corey@cornerstonestaffinginc.com
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