Customer Service Supervisor

1 week ago

Marlton, United States SageSure Full time
Overview:

SageSure is seeking an experienced Customer Service Supervisor to motivate, support and lead our Customer Service Contact Center team members to maximize performance. The ideal candidate must have customer service and supervisory experience in a contact center environment.

If you are an effective communicator, able to lead and motivate a team, are organized and reliable, as well as results-oriented, we'd like to meet you

This role will be based out of our Tallahassee FL, Houston TX, or Marlton NJ office.

What you'd be doing:
  • Assist in the formulation of targets for individuals and teams
  • Hire and onboard new employees
  • Answer questions from staff and provide guidance and feedback
  • Anticipate escalation and take over calls when needed
  • Devise ways to optimize procedures and keep staff motivated
  • Measure performance with key metrics
  • Monitor queues and track inbound live interactions and emails for performance and reporting purposes
  • Drive results by providing consistent and targeted coaching and feedback
  • Fosters the long-term learning or development of his/her direct reports with an appropriate level of needs analysis to effectively bridge learning gaps
  • Ensure adherence to policies for attendance and established procedures
  • Keep management informed on issues and challenges
  • Prepare monthly/annual results and performance reports
  • Monitor queues and track inbound calls, keep agents aware of inbound calls, calls waiting, and abandonment rate

We're looking for someone who has:
  • 2+ years' experience supervising direct reports and proven experience as a call center supervisor or similar supervisory position
  • Working knowledge of MS Office
  • Outstanding communication and negotiation ion skills
  • Excellent organizational and leadership skills
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
  • Ability to work under pressure
  • Can work during the required scheduled shift on Monday - Friday from 11AM - 8PM, with rotating Saturday coverage shift of 10AM - 3PM (Eastern Time)
  • 2+ years' experience in property & casualty insurance
  • Property/Casualty license required within six (6) months of accepting position
  • High School Diploma

Highly preferred candidates also have:
  • Bachelor's Degree

About the Policy Services Team at SageSure:

Helping customers and a service mindset are at the core of SageSure's Policy Services team approach. Policy Services roles are directly responsible for building the brand, and we take that very seriously at SageSure. Our Policy Services team is the voice of SageSure-having frequent connections with our customers. Serving the customer is fulfilling and a great way to learn about the insurance industry. Policy Services roles have career progression paths built-in, and with all the industry knowledge you've gained, you'll be primed for advancement within the department or across the company. The nature of the work requires constant interfacing with other teams, including underwriting, sales and marketing. As a part of this growing team, you'll experience a fast-paced environment that requires dynamic involvement and provides accelerated learning.

About SageSure:

As a Best Places to Work in Insurance Recipient for four years in a row (2020-2023), SageSure, one of the largest residential property insurance managing general underwriter (MGU) in the United States, is pioneering ways people protect their American Dream.

A leader in catastrophe-exposed property insurance, SageSure was founded in 2009 to deliver reliable products, exceptional customer experiences, and strong underwriting results in challenging insurance markets. SageSure currently operates in 14 states and provides home, flood, and commercial coverage on behalf of its highly rated carrier partners.

We have more than 600 employees working remotely or hybrid in one of our eight offices-Jersey City, NJ; Mountain View, CA; Chicago, IL; Tallahassee, FL; Cincinnati, OH; Houston, TX; Mt. Laurel, NJ; and Cheshire, CT-who are tackling the industry's toughest challenges.

We provide generous health benefits and perks, including tuition reimbursement, wellness allowance, paid volunteer time off, a matching 401K plan, and more.

SageSure is a proud Equal Opportunity Employer committed to building a workforce that reflects the spectrum of perspectives, experiences, and abilities of the world we live in. We recognize that our differences make us strong, and we actively seek out diverse candidates through partnerships with organizations, institutions and communities that represent various backgrounds. We champion belonging and inclusion for all identities, including, but not limited to, race, ethnicity, religion, sexual orientation, age, veteran status, ability status, gender, and country of origin, striving to create a culture where all individuals feel valued, respected, and empowered to bring their authentic selves to work.

Our nimble, highly responsive culture nurtures critical thinkers who run toward problems and engineer solutions. We relentlessly pursue better outcomes by investing in the technology, talent, and tools that position us to succeed in demanding markets. Come join our team Visit sagesure.com/careers to find a position for you.

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