Supv, Customer Care

2 months ago

Neenah, United States Jewelers Mutual Group Full time

** Supv, Customer Care**

**Job Category****:** Customer Care **Requisition Number****:** SUPVC001589 Showing 1 location **Job Details**

**Description**

Jewelers Mutual, the nation's only company exclusively insuring the jewelry industry is hiring for a **Supv, Customer Care.** This position is located in our Neenah, WI office and we will also consider a hybrid work option.

We are a company that is driven by our core values of Agility, Accountability and Relevancy We will raise the tide of the Jewelry Industry through our people, our customer commitment and our technology.

**COVID-19 Update:** Jewelers Mutual recognizes the impact of COVID 19 and our employees safety is at the forefront of our response to this pandemic. We have created an Emergency Response and Readiness (ERR) team to daily monitor and assess the COVID-19 situation. Protocols have been established to ensure a safe and healthy workplace and our employees can find comfort in knowing their safety is our number one priority.

**About the Neenah, WI Corporate Office:**

The JM Corporate Campus is in a prime location set back among the trees. The state of the art facility offers an onsite Starbucks, fitness center, gem gallery and our 24 Carat Caf that serves breakfast, lunch and offers free gourmet coffee and teas.

**Summary:**

This position is responsible for creating and maintaining a positive environment as a way to

develop and maintain a great staff in Customer Care and deliver on organizational goals. This is

done by creating, enhancing, and assisting with key components of Customer Care:

onboarding, training and coaching, performance development, contact quality, prospect to

policy conversion, policyholder retention and customer facing initiatives. Provides guidance

and acts as a resource for staff with situations needing solutions or decisions and escalated

phone calls. Uses general insurance and jewelry knowledge gained through education and/or

experience to promote personal jewelry insurance to jewelers and potential policyholders

**ESSENTIAL DUTIES AND RESPONSIBILITIES** include the following. Other duties may be

assigned.

Responsible for day-to-day operations within Customer Care to ensure quality, productivity

and conversion goals are supported. This is done through:

o Working with Quality Assurance Specialist, Trainer and Leads to ensure staff receive

tools needed to be successful by evaluating and coaching staff for ongoing

development

o Assists with evaluating staff contacts to meet quality expectations. Provides follow-up

to staff and pulls in the right people to support staff.

o Works with Customer Care Leadership Team to review daily and monthly metrics and

takes steps in ongoing improvement.

o May assists Real Time Analyst in adjusting push/pull activities in order to meet service

levels and adjust capacity

Holds regular 1:1 meetings with staff and facilitates staff meetings

Prepares and delivers yearly performance appraisals of staff members.

Approves timesheets.

Assists with escalated contacts.

Participates in interviewing Customer Care job candidates.

Supports divisional and organizational initiatives and may assist or lead initiatives or projects.

Embraces change, leads by example, maintains a positive work environment and ongoing

learning culture.

**SUPERVISORY RESPONSIBILITIES**

Directly supervises non-exempt employees and carries out supervisory responsibilities in

accordance with the Company's policies and applicable laws. Responsibilities include talent

management; performance management; creating opportunities for continuous

improvement; and resolving issues.

**QUALIFICATIONS**

To perform this job successfully, an individual must be able to perform each essential duty

satisfactorily. Reasonable accommodations may be made to enable individuals with

disabilities to perform the essential functions

**EDUCATION AND/OR EXPERIENCE**Bachelor's degree (B. A.) from four-year College or university; minimum two years insurance

experience; or equivalent combination of education and experience.

**COMPUTER SKILLS**

Proficiency in Microsoft suite applications including Word, Excel, Outlook and PowerPoint.

Must be capable of becoming proficient in the Guidewire product suite. Needs to be

knowledgeable in understanding and optimizing the use of telecommunications technology

in a Customer Care environment.

**CERTIFICATES, LICENSES, REGISTRATIONS**

Property/Casualty Insurance Agents License from the state of Wisconsin OR ability to obtain

within 4 months. Continuing education as required to maintain license.

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**

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