Overview
Join our dynamic team as a Customer Service Supervisor and lead the charge in delivering exceptional service experiences! In this energetic role, you will oversee daily customer interactions, coach and manage a dedicated team, and ensure smooth company operations. Your leadership will inspire confidence, foster a positive environment, and drive customer satisfaction to new heights. If you thrive in fast-paced settings and excel at motivating others, this is your opportunity to make a meaningful impact while developing your management skills.

Duties

• Ensure effective onboarding for new team members to include training plan and audit to promote success.
• Responsible for training and coaching unit team members in order to achieve high performance.
• Responsible for delegation of work to ensure standards are met.
• Audit team member output for quality and provide feedback and suggestions. regarding service failures or customer concerns to ensure all customers have accurate and timely information.
• Work toward self-development to stay current on customer service, administration, and supervisory procedures and practices.
• Maintain effective policies and disaster recovery procedures are documented for unit.
• Assist Membership Service Team and agents in troubleshooting requests that require special handling and back-up team when needed.
• Assist with the implementation of procedures pertinent to the effective and efficient operation of the unit.
• Maintain effective policies and ensure disaster recovery procedures are documented for unit.
• Assist in monitoring programs and procedures to ensure on-time delivery of quality service.
• Under the direction of AVP of the unit, set performance standards to meet service goals for the unit.
• Create, Oversee, and Execute Departmental projects.
• Manage and approve time and attendance for team members of unit.
• Assist in managing employee relations within unit/department.
• Assist with performance management of team members, may include conducting performance reviews.

Skills

• Knowledge of life insurance and annuity or retirement planning products
• Proven supervisory experience within customer service or call center environments with strong team management capabilities
• Excellent communication skills; bilingual abilities are highly valued for diverse customer interactions
• Strong prioritization and organizational skills
• Demonstrated leadership in training & development, coaching staff to achieve performance goals and enhance customer experiences
• Proficiency in Microsoft applications
• Ability to handle multiple responsibilities efficiently through effective time management

We’re committed to fostering growth and success for our team members through ongoing training, supportive management, and opportunities for advancement. Join us today to be part of a vibrant environment that values your skills and dedication!

Pay: $65,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Education:

• Bachelor's (Preferred)

Experience:

• Life Insurance & Annuity: 5 years (Required)
• Management: 1 year (Required)

Work Location: In person