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Retention Team Lead

2 months ago

Rochester, New York, United States Next Insurance Full time
Job Title: Retention Team Lead

Join Next Insurance as a Retention Team Lead and play a crucial role in helping entrepreneurs thrive. As a key member of our team, you will be responsible for building a positive customer-focused culture, supporting high-achieving Account Managers, and exceeding customer and Account Management expectations.

Key Responsibilities:
  • Direct management of an assigned team of Account Managers and collaborate with other Team Leads to achieve daily goals and operational key performance indicators (KPIs).
  • Real-time monitoring of phone, chat, Slack, and ticket queues to make adjustments and ensure timely resolution for all parties.
  • Accountability in achieving team level operational KPIs, tracking individual and team level performance daily/weekly/monthly, and developing tactics for meeting/exceeding Team and individual Retention KPIs.
  • Provide quality account management, including interacting with customers, answering customer inquiries, and effectively handling customer escalations.
  • Create and maintain a culture of teamwork and support, building up members, and removing obstacles to allow Account Managers to focus on our customers.
  • Assist in hiring by participating in interviews and providing thoughtful feedback on candidates.
  • Provide input for identified needs in Account Manager training and skills enhancement.
  • Act as liaison, and provide valuable insights between Operations and other company areas such as Sales, Marketing, Engineering, People Team, & various Project Managers and other teams as needed.
  • Maintain team compliance to company policies as outlined in the employee handbook.
Requirements:
  • Excellent verbal, written, and interpersonal communication skills.
  • Outstanding customer service and sales skills and dedication to providing exceptional customer care.
  • Detail-oriented and high level of accuracy.
  • Must be self-motivator, self-starter, and results driven.
  • Positive "can-do" attitude and a desire to contribute to a growing, energetic work environment.
  • Strong organizational skills and ability to prioritize workflow.
  • Strong problem resolution techniques and recommend changes to staff and management.
  • Highly Knowledgeable of Industry and Products with a minimum of one (1) year of Account Management experience preferably in all commercial lines of insurance.
  • BA or BS in Business, Finance, Insurance, or Management Self-motivated individual to go above and beyond.
  • P&C license required.
What We Offer:
  • US annual base salary range for this full-time position: $69,000—$114,000 USD.
  • Partially subsidized medical plan, fully subsidized vision/dental options, life insurance, disability insurance, 401(k), flexible paid time off, parental leave, and more.

At Next Insurance, we are dedicated to building a diverse, inclusive, and respectful workplace. We provide equal employment opportunities to all employees and applicants of any type and do not discriminate based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state, and local laws.