Customer Service Team Leader

4 weeks ago

Tampa, Florida, United States Safepoint MGA, LLC Full time
Job Overview

Are you an experienced insurance professional with a strong inclination towards leadership? This role as a Personal Lines Customer Service Supervisor may be the perfect fit for you.


Position Summary

In this position, you will oversee a team of Customer Service Representatives within a dynamic call center environment. Your primary responsibility will be to cultivate and guide your team to deliver exceptional customer service while ensuring compliance with the company's established service standards.


Key Responsibilities
  • Participate actively in the recruitment process for Customer Service personnel.
  • Design and implement a thorough training program for new hires.
  • Conduct training sessions and facilitate job shadowing experiences.
  • Collaborate with technology teams to enhance workflow efficiency and automation.
  • Work alongside Marketing to foster strong relationships with agents.
  • Establish and monitor productivity and quality benchmarks, ensuring departmental compliance.
  • Maintain effective communication with both internal and external stakeholders.
  • Engage in additional tasks and projects as assigned.

Essential Skills
  • Excellent verbal and written communication abilities.
  • Proven capability to supervise and mentor Customer Service Representatives.
  • Ability to secure and maintain necessary licensing as required.
  • Strong critical thinking skills with the ability to assess risks and make informed decisions.
  • Commitment to regular on-site attendance.

Qualifications
  • 5-7 years of experience in property and casualty insurance.
  • 2-3 years of supervisory experience in a call center setting.
  • Possession of relevant state licensure or the ability to obtain it promptly.
  • In-depth understanding of the underwriting process and associated analytics.
  • Exceptional organizational and communication skills.
  • Advanced proficiency in computer systems and applications.
  • A college degree is preferred.

Physical Requirements

This role requires regular verbal communication and active listening. The employee may frequently stand, walk, and use hands for various tasks.


Work Environment

This position is based in a professional office setting, utilizing standard office equipment such as computers, phones, and copiers.


Compensation and Benefits

Safepoint MGA, LLC offers a competitive salary and a comprehensive benefits package, which includes:

  • Professional Development and Educational Assistance Programs.
  • 401K Plan with Immediate Vesting and Automatic Company Contributions.
  • Generous Paid Time-Off and Holiday Policies.
  • Health, Dental, and Vision Insurance.
  • Disability Insurance and Flexible Spending Accounts.
  • Employee Life and AD&D Insurance.
  • Additional Ancillary Insurance Benefits.

Safepoint MGA, LLC is an equal opportunity employer, committed to making employment decisions without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, age, or disability. Your qualifications are the sole basis for your employment opportunities.

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