Customer Service Supervisor

JOIN THE ASSURANCEAMERICA TEAM

Do you want to be part of an organization where you are valued, and your ideas and opinions have an impact? Join the AssuranceAmerica team.

For more than 25 years, AssuranceAmerica has provided superior property and casualty insurance products through contracted independent agents and directly to customers.

Our team succeeds through diversity of thought, experiences, skills, and backgrounds.

Customer Service Supervisor

The Customer Service Supervisor is the leader of a team within the call center and fully responsible for all that takes place – from the design and establishment of protocols, to providing the management oversight to the Customer Service Representative team members. Leadership is required to assure all calls are handled with utmost professionalism, in line with standards and practices, and managed in a timely manner to assure our company maintains a strong, positive image in the marketplace among our customers.

About the ROLE

Each day at AssuranceAmerica is different, but as role in department, you will:

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  Guide and manage performance and professional development through regular coaching and mentoring of staff, including career development, performance evaluations and salary reviews.
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  Foster an environment where employees are empowered, and their ideas and skillsets are taken into consideration when making decisions
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  Collaborate closely with trainers, QA resources, and manager to identify and address gaps.
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  Perform regular file reviews and audits to determine compliance with best practices.
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  Facilitate and promote consistent, positive Department financial results by actively strategizing with and providing appropriate guidance and authority to associates.
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  Requires technical knowledge and experience, including an understanding of coverage and minimum state requirements.
  
• Responsible for various projects related to achieving Department goals (i.e., cost management, quality assurance, training, and development, etc.).
  
• Control backlog error and expenses.
  
• Leverage data to evaluate associate and team performance and develop action plans to improve performance.

About YOU

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  Communication and analytical ability at a level to interact with associates, managers, agents, and vendors.
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  Team building and coordination skills.
  
• Must possess strong interpersonal skills and the ability to present critical information to senior management.
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  Ability to manage multiple priorities and work independently.
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  Must meet company guidelines for attendance and punctuality and professional appearance/decorum.
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  Direct, results driven, and dedicated to the success of the business and each other.

Required

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  Bachelor’s degree or equivalent work experience.

Preferred

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  3 years of insurance experience within the private passenger market.
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  3 years of leadership, supervision, and training of others.

Physical Requirements

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  Prolonged periods sitting at a desk and working on a computer.
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  Must be able to lift 15 pounds at times.
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  Must be able to navigate various departments of the organization's physical premises.

About US

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  We are direct, results-driven, and dedicated to the success of our business and each other.
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  We are a diverse group of thinkers and doers.
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  We offer many opportunities to grow in your professional skills and career.
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  We fight homelessness by directing 5% of our earnings from each policy we sell to organizations that help those in need. We call it our Generous Policy.

WHAT WE OFFER

• AssuranceAmerica provides these benefits to Associates:

o Premium healthcare plans: All full-time Associates and part-time Associates working a regular schedule of 30 hours, or more, are eligible for benefits including Medical, Dental, Vision, Voluntary Life, Flexible Spending Accounts, and a Health Savings Account.

o Employer Paid Benefits: We enroll all eligible Associates in Group Life and AD&D Insurance, Short- and Long-Term Disability Plans, Employee Assistance Program, Travel Assist

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  Additional Benefits:

o 401(k) Employer Match: We want to help you prepare for the future, now. All full-time and part-time Associates over age 21 are eligible to participate in the 401(k) Savings Plan. AssuranceAmerica will match 100% of the first 4% of an Associate’s contributions.

o Engagement Events. We make time for fun activities that strengthen Associate relationships in all our locations.

o Annual Learning Credit: Want to learn something new? We'll reimburse you for approved educational assistance.

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  Time Off:

o Paid Time Off (PTO), Parental Leave Pay, Volunteer Time Off (VTO), Bereavement Pay, Military Leave Pay, and Jury Duty Pay.

YOU’RE INVITED TO APPLY