What are the responsibilities and job description for the Customer Care Supervisor position at Jewelers Mutual?
SUMMARY
This position is responsible for creating and maintaining a positive environment as a way to develop and maintain a great staff in Customer Care and deliver on organizational goals. This is done by creating, enhancing, and assisting with key components of Customer Care: onboarding, training and coaching, performance development, contact quality, prospect to policy conversion, policyholder retention and customer facing initiatives. Provides guidance and acts as a resource for staff with situations needing solutions or decisions and escalated phone calls. Uses general insurance and jewelry knowledge gained through education and/or experience to promote personal jewelry insurance to jewelers and potential policyholders.
WHY Jewelers Mutual:
We are a financially secure, exceptionally positioned, and intellectually curious company driven by our core values of Agility, Accountability and Relevancy! We continue to raise the tide of the jewelry industry we’ve served since 1913 through our innovative people, our unyielding customer commitment, and evolution of our products and services to be the most trusted advisor to all we serve.
With office locations throughout the United States and a mantra of “making your mark today”, consider evolving your career and shining bright with Jewelers Mutual Group!
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Responsible for day-to-day operations within Customer Care to ensure quality, productivity and conversion goals are supported.
- Working with Quality Assurance Specialist, Trainer and Leads to ensure staff receive tools needed to be successful by evaluating and coaching staff for ongoing development.
- Assists with evaluating staff contacts to meet quality expectations. Provides follow-up to staff and pulls in the right people to support staff.
- Works with Customer Care Leadership Team to review daily and monthly metrics and takes steps in ongoing improvement.
- May assists Real Time Analyst in adjusting push/pull activities in order to meet service levels and adjust capacity.
- Holds regular 1:1 meetings with staff and facilitates staff meetings.
- Prepares and delivers yearly performance appraisals of staff members.
- Approves timesheets.
- Assists with escalated contacts.
- Participates in interviewing Customer Care job candidates.
- Supports divisional and organizational initiatives and may assist or lead initiatives or projects.
- Embraces change, leads by example, maintains a positive work environment and ongoing learning culture.
- Must be capable of becoming proficient in the Guidewire product suite.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
LEADERSHIP RESPONSIBILITIES
Carries out leadership responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
QUALIFICATIONS
- Bachelor's degree from four-year College or university.
- Minimum two years insurance experience.
- An equivalent combination of education/or and experience may be considered
- Proficiency in Microsoft suite applications including Word, Excel, Outlook and PowerPoint.
CERTIFICATES, LICENSES, REGISTRATIONS
- Property/Casualty Insurance Agents License from the state of Wisconsin OR ability to obtain within 4 months. Continuing education as required to maintain license.
PHYSICAL REQUIREMENTS
- Prolonged periods sitting at a desk and working on a computer.
- Occasionally required to stand; walk; use hands to finger, handle, or touch objects or controls; and talk or hear.
