What are the responsibilities and job description for the Customer Service and Sales Manager (Hybrid) position at American Family Insurance?
You will report to the Sr. Customer Service and Sales Manager. You will provide daily work direction for direct reports to lead customer-focused service solutions for agents. You will develop and motivate the team, guide implementation of process improvements within the team, and ensure the maintenance of a high level of service for customers. You may support other business-driven projects.
In this flex office / home role, you will be expected to work a minimum of 10 days per month from one of the following office locations : Madison, WI 53783; Boston, MA 02110; Phoenix, AZ 85034.
Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.
Position Compensation Range :
68,000.00 - $113,000.00
Pay Rate Type : Salary
Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.
Primary Accountabilities
- You will create a collaborative, performance-driven work environment by promoting trust, transparency, and inclusion. Work with team members to set clear goals, provide feedback, perform performance assessments, and support ongoing development.
- You will lead with influence and expertise. You will contribute to division or department leadership team. Communicate and support organization mission, vision, values and policies.
- You will lead, coach, and develop direct reports by providing work direction to team on processes related to transaction processing and established customer experience standards and techniques.
- You will provide feedback through performance management practices, ensure employees are developing their skills, promoting both team and individual success.
- You will guide staffing selection in interviewing, evaluating, and selecting qualified candidates to fill open positions.
- You will assist and coach direct reports in resolving complex or high priority issues, take responsibility to resolve issues directly. You will manage team workload and provide guidance in prioritizing all assigned team goals.
- You will participate in and provide subject matter expertise, engage the team in process improvement, and facilitate training to further the team's professional development.
Specialized Knowledge & Skills Requirements
Licenses
Travel Requirements
Physical Requirements
Working Conditions
LI-Hybrid
We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply!
We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.
We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
LI-SK1
Salary : $68,000 - $113,000
