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Risk Strategies Company · 1 month ago

Customer Service Manager - Contact Center (Veterinary-Focused)

United States

Full-time

Remote

Mid, Senior Level

$57K/yr - $74K/yr

5+ years exp

One80 Intermediaries is a leading insurance wholesaler and program manager, and they are seeking a Customer Service Manager to lead their customer service center team. This role focuses on overseeing customer support operations, developing strategies for service excellence, and managing the performance and development of staff.

ConsultingFinanceFinancial ServicesInsuranceInsurTech

Responsibilities

Monitor key performance indicators (KPIs) and service levels of the CSR team to ensure that client service levels are met or exceeded

Coach, train, and mentor Team Leads to drive long-term growth and strengthen staffing retention

Manage Five9 Contact Center to ensure inbound calls are answered in accordance with client service level agreements. Demonstrate agility in reallocating resources and adjusting workflows to respond to fluctuating call center volumes

Conduct quality control activities for the CSR team. Participate in corrective action steps as necessary. Monitor and analyze customer service metrics to identify areas for improvement

Recruit, train and develop customer service staff

Establish, monitor, and support performance goals, individual development plans, and career growth opportunities

Partner with Workforce Management to manage forecasting, scheduling, and coverage to ensure optimal service delivery

Engage with association and trust stakeholders to assess performance, resolve concerns, and drive service improvements

Prepare regular performance reports for senior management and make data-driven recommendations

Assess technology-related issues as discovered and open service tickets with Information Technology Services when unable to troubleshoot and resolve independently

Qualification

Customer service managementFive9 Contact CenterProcess improvementCustomer service softwareTeam managementStaff developmentInsurance licenseCommunication skillsProblem-solving skillsLeadership skills

Required

5+ years of experience in customer service with a minimum of 2 years in a management role

Strong communication and problem-solving skills with a proven ability to interface effectively at all levels within an organization

Strong leadership, team management, staff development skills in a fast-paced, team-oriented call center environment

Ability to drive process improvements and foster a customer-focused culture

Property & Casualty insurance license or ability to obtain

Preferred

Bachelor's degree in Business Management, Administration, or a related field preferred

Proficiency in customer service software and reporting tools (ex. Five9 preferred)

Insurance, healthcare or veterinary reception or animal-related customer service is a strong advantage

Company

Risk Strategies Company

RSC is an insurance brokerage firm that offers employee benefits, consulting, financial, and wealth management solutions. It is a sub-organization of Accession Risk Management Group.

Founded in 1997

Boston, Massachusetts, USA

5001-10000 employees