** Customer Care Lead**

**Job Category****:** Customer Care **Requisition Number****:** CUSTO001585 Showing 1 location **Job Details**

**Description**

Jewelers Mutual, the nation's only company exclusively insuring the jewelry industry is hiring for a **Customer Care Lead!**

We are a company that is driven by our core values of Agility, Accountability and Relevancy! We will raise the tide of the Jewelry Industry through our people, our customer commitment and our technology.

**COVID-19 Update:** Jewelers Mutual recognizes the impact of COVID 19 and our employees safety is at the forefront of our response to this pandemic. We have created an Emergency Response and Readiness (ERR) team to daily monitor and assess the COVID-19 situation. Protocols have been established to ensure a safe and healthy workplace and our employees can find comfort in knowing their safety is our number one priority.

**About the Neenah, WI Corporate Office:**

The JM Corporate Campus is in a prime location set back among the trees. The state of the art facility offers an onsite Starbucks, fitness center, gem gallery and our 24 Carat Cafe that serves breakfast, lunch and offers free gourmet coffee and teas.

**Position Summary**:

Our Customer Care Leads provide excellent customer service to policyholders, prospects, and coworkers. Leads assists in training and are on the front lines of coaching for the staff. They provide guidance and serve as a valued resource for staff with situations needing solutions, decisions, and escalated phone calls. Leads assist policy holders and prospects with appropriate insurance solutions and policy service through omnichannel such as phone, email, chat, and SMS.

* Customer care leads are the primary support for the Customer Care helpline.

* Coaches and provides guidance to staff for optimal performance in the sales process, customer service, policy processing, and procedures.

* Assists customers and staff over the phone, through email, and other forms of communication, which may include making decisions on adjustments to policy holder accounts.

* Assists with escalated contacts.

* Can provide on point constructive feedback.

* Conduct, document, and report results for assigned UAT testing.

* Support business goals and objectives by coaching, taking phone calls, handling escalations, and documenting interactions to meet department metrics.

* Ability to work between 7:00 a.m. and 7:00 p.m.

* Report to work at scheduled time with reliable and predictable attendance.

* Embraces change, leads by example, maintains a positive work environment and ongoing learning culture.

* Supports and lives out our Core Values.

**EDUCATION AND/OR EXPERIENCE**Some college or college degree preferred; 1-3 years of related experience and/or training; or equivalent combination of education and experience. General insurance and jewelry industry knowledge gained through courses and continuing education required.

**COMPUTER SKILLS**Proficiency in Microsoft suite applications including Word, Excel, Outlook and PowerPoint. Must be capable of becoming proficient in the Guidewire product suite.

**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.

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