Customer Service Supervisor

3 weeks ago

Oakbrook Terrace, United States BCS Financial Corporation Full time

Position Overview

BCS is in the process of insourcing our own customer support functions for our EssentialCare products. These include our Group Accident, Critical Illness, Hospital Indemnity and Fixed Indemnity products administered on our VBA platform. This is an exciting time at BCS and an opportunity to be a part of the building and expansion of these internal operations.

The Customer Service Supervisor will be responsible for ensuring customer calls are answered and supported in a timely and professional manner. This role will eventually oversee a team of customer service reps. Initially, the role will assist with answering calls and working with the Service/Operations team to build out the BCS Customer Service playbook. The role will assist with training and supervising our Customer Support team along with providing ongoing coaching and support through call monitoring, survey feedback and representative metric results.

This position will report to the Director, Service Partner Management.


Essentials

  • Supervise a team of customer service representatives, including providing guidance, coaching, and performance feedback.
  • Assist the Customer Support team with customer calls as needed.
  • Set clear goals and objectives for the customer service team and monitor progress towards achieving them.
  • Develop and implement training programs to enhance the skills and knowledge of team members.
  • Handle escalated customer inquiries and complaints in a professional and timely manner.
  • Monitor customer service metrics, such as response time, resolution rate, and customer satisfaction, and implement strategies to improve performance.
  • Collaborate with other departments, such as sales and operations, to ensure a seamless customer experience.
  • Stay up-to-date on industry trends and best practices in customer service and incorporate them into the team's processes.
  • Prepare regular reports and presentations on customer service performance for management.

Requirements

Education and Certifications

  • High school diploma or equivalent; certifications in insurance or related fields preferred.
  • Bachelor's degree in business administration, communication, or a related field preferred.


Experience

  • 5 years of experience in customer service, with at least 2 years in a supervisory role.
  • Excellent leadership and interpersonal skills.
  • Strong problem-solving abilities and the ability to think strategically.
  • Proficiency in customer service software and CRM systems.
  • Excellent verbal and written communication skills.
  • Ability to work under pressure and handle multiple priorities simultaneously.
  • A commitment to providing exceptional customer service.


Workplace policy

  • BCS has a hybrid work policy. Local employees must be in office 3-4 days per week.

Travel Required

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