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Zenith Insurance Company (United States) · 2 days ago

Lead Customer Service Specialist

Woodland Hills, FL

Full-time

Onsite

Mid, Senior Level

$48K/yr - $60K/yr

3+ years exp

Zenith Insurance Company is a team of Workers' Compensation Specialists dedicated to helping businesses succeed. The Lead Customer Service Specialist will provide service in a call center environment, resolve complex customer inquiries, and lead team development through training and mentoring.

Financial ServicesInsurance

Responsibilities

Investigate and resolve escalated or difficult Customer Service complaints and calls transferred from Customer Service Unit Specialists

Monitors phone queue activity daily for adequate coverage and adjust work schedules as needed

Manages all administrative duties performed by Specialists to ensure accuracy and completion in a timely manner

Participate in continual training of call center staff and side by side coaching along with updating training materials and providing leadership and mentoring to team members

Periodically reviews operating procedures, identifies opportunities for departmental improvement, and recommends appropriate changes to Management

Ensure that the Customer Service Specialists are delivering a high level of customer service that is consistent with the unit’s requirements and compliant with established quality assurance performance protocol through (monthly) call recording and monitoring

Assists supervisor(s) in maintaining records or logs of unit activities including attendance, start time, errors and complaints; assists in preparing month-end reports

Coordinate and schedule unit monthly meetings by collecting topics, transcribing meeting minutes

Participate in tasks such as reviewing incoming resumes, behavioral interviewing, and providing input on candidate selection and performance evaluations

Applies principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions

Work productively and harmoniously with others on a consistent basis

Respond positively to direction and feedback on performance

Consistently maintain professional and appropriate demeanor

Perform other duties/projects as assigned

Qualification

Call center experienceLeadership skillsProblem-solving skillsMicrosoft Office SuiteTraining material creationCustomer service excellenceBilingual (Spanish)Attention to detailEffective communicationTeam collaboration

Required

High School Diploma or equivalent combination of education and experience required

3+ years years progressively responsible call center/customer service experience required. Preference given to work experience demonstrating assumption of leadership functions such as participation in recruitment and performance management required

Strong computer skills with ability to navigate multiple applications at any given time

Demonstrated ability to communicate effectively and listen actively with strong problem-solving skills required

Prior experience working in a high production environment and delivering exceptional customer service and following established protocols required

Excellent verbal and written communication skills; excellent phone skills, strong attention to detail required

Strong oral and written communications skills used to explain, teach, and document

Experience in handling escalated and more complex calls from unit

Demonstrated ability to work effectively and collaboratively as a member of a team

Action-oriented; results-oriented; with demonstrated ability to work with a sense of urgency and manage multiple tasks simultaneously and expeditiously required

Preferred

Bachelor's Degree or equivalent combination of education and experience preferred

Previous experience in creating and maintaining training materials preferred

Previous experience creating ad hoc call center reports preferred

Technical workers' compensation policy and claims knowledge preferred

Bilingual (fluent Spanish) preferred

Benefits

Medical, Dental and Vision Insurance

Flexible Spending Accounts

Paid Parental Leave

Life, AD&D and Disability Insurance

401(k), Employee Share Purchase Plan (ESPP)

Education and Training Reimbursement

Paid Leave: 3 weeks/year Vacation, 2 weeks/year Sick Leave

10 paid Company Holidays, 2 Personal Days, 2 Floating Holidays

Employee Assistance Program (EAP)

Company

Zenith Insurance Company (United States)

Zenith is the premier specialist in workers’ compensation nationally, and a leader in property and casualty insurance for the California agriculture industry.

Founded in 1949

Woodland Hills, California, USA

1001-5000 employees