Customer Service Supervisor

2 weeks ago


Neenah, Wisconsin, United States Jewelers Mutual Group Full time

Customer Service Supervisor

Job Category: Customer Care

Position Overview:

Jewelers Mutual Group is seeking a dedicated Customer Service Supervisor to enhance our customer support team.

As a company focused on the jewelry industry, we are committed to our core values of Agility, Accountability, and Relevancy. Our mission is to elevate the jewelry sector through our workforce, customer dedication, and innovative technology.

COVID-19 Response:

We prioritize the health and safety of our employees during the ongoing pandemic. An Emergency Response and Readiness (ERR) team has been established to monitor the situation and implement safety protocols to ensure a secure work environment.

Position Responsibilities:

  • Deliver exceptional customer service to policyholders and prospects.
  • Assist in training and coaching team members to improve performance.
  • Provide guidance and support for complex customer inquiries and escalated issues.
  • Engage with customers through various communication channels including phone, email, and chat.
  • Support the Customer Care helpline and ensure effective resolution of customer concerns.
  • Conduct and document User Acceptance Testing (UAT) as assigned.
  • Meet departmental metrics through effective coaching and documentation of interactions.
  • Foster a positive work environment and encourage ongoing learning among staff.

Qualifications:

Education: Some college education or a degree is preferred; 1-3 years of relevant experience or equivalent education and experience.

Skills: Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) is required. Familiarity with the Guidewire product suite is a plus.

Licenses: Property/Casualty Insurance Agents License from the state of Wisconsin or the ability to obtain it within a specified timeframe.

Join us in our commitment to excellence in customer care and contribute to the success of Jewelers Mutual Group.



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