Customer Care Team Lead

22 hours ago

Neenah, Wisconsin, United States Jewelers Mutual Group Full time
Customer Care Supervisor

At Jewelers Mutual Group, we're committed to delivering exceptional customer experiences. As a Customer Care Supervisor, you'll play a vital role in ensuring our customers receive the highest level of service and support.

Key Responsibilities:
  • Lead a team of customer care representatives to ensure quality, productivity, and conversion goals are met.
  • Collaborate with the Quality Assurance Specialist, Trainer, and Leads to provide staff with the tools needed to succeed.
  • Evaluate staff contacts to meet quality expectations and provide follow-up support as needed.
  • Work with the Customer Care Leadership Team to review daily and monthly metrics and implement ongoing improvements.
  • May assist the Real Time Analyst in adjusting push/pull activities to meet service levels and adjust capacity.
  • Hold regular 1:1 meetings with staff and facilitate staff meetings.
  • Prepare and deliver yearly performance appraisals of staff members.
  • Approve timesheets.
  • Assist with escalated contacts.
  • Participate in interviewing customer care job candidates.
  • Support divisional and organizational initiatives and may assist or lead initiatives or projects.
Requirements:
  • Bachelor's degree from a four-year college or university.
  • Minimum two years of insurance experience.
  • Proficiency in Microsoft suite applications, including Word, Excel, Outlook, and PowerPoint.
Leadership Responsibilities:

Carries out leadership responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications:
  • Property/Casualty Insurance Agents License from the state of Wisconsin or ability to obtain within 4 months.
Physical Requirements:
  • Prolonged periods sitting at a desk and working on a computer.
  • Occasionally required to stand; walk; use hands to finger, handle, or touch objects or controls; and talk or hear.

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