Customer Relations Supervisor

At this time, a Customer Relations Supervisor (Client Relations Supervisor) is needed to be responsible for developing Portfolio business by promoting Portfolio products, while maintaining the company’s philosophies and principles. Work with the entire Portfolio staff to ensure the success of Portfolio clients with professionalism and enthusiasm. Responsible for ensuring that the Client Relations team implements all dealer and agent set up’s, and addresses all tasks, concerns, and experiences for Portfolio’s clients in a timely, accurate, and in-the-process model. Ensures accurate and timely set-up/input of schedules and contracts (mail and customer information). Works closely with other departments to fully understand client needs and implements and manages processes to meet those needs. Leads and develops with a “show me” not “tell me” mentality with a consistent approach every day.

*Hybrid Work Opportunity - Must report to Farmers Branch, TX office weekly*

• Bachelor’s degree in business, management, or marketing or comparable experience.
• Five years experience working in a dealership, agency, or third-party administrator.
• At least three years of experience managing others who work in a client-facing capacity as well as in process-driven environments.

Schedule: Monday - Friday 9:00 am - 6:00 pm CST.

Compensation: $59k - $77k annually depending on experience. Exceptional Comprehensive Benefits!

Training: Two-week training at our office in Strongsville, OH.

Hybrid Schedule: Tuesdays and Wednesdays work from Farmers Branch, TX office.

Essential Functions:

Manages the day-to-day operations of each area including but not limited to the following disciplines:

• Is the Portfolio product knowledge and technology expert in ALL environments that pertains to the role and responsibilities
• Oversight of process documentation that will maintain and improve efficiency and ensure client satisfaction and achieve client retention and growth.
• Provides feedback on process models and presents updated/new process models to the VP of Client Experience and works together to determine best practices.
• Review reporting and analytics in the CR tool and phone system with the Manager of Client Relations to ensure service levels are being met and escalate any concerns to the VP of Client Experience.
• Provides support when needed to ensure that the CR team is readily available to assist the Portfolio Sales team and its clients.
• Maintains knowledge of the overall status of requests to ensure that they are being handled same day; escalates any concerns with meeting tasks to the VP of Client Experience.
• Obtains input from the VP of Client Experience on company priorities and works with the leadership to ensure they are executed.
• Responsible for leading and providing input to the CR team and Sales team to resolve open issues and tasks with a current client.
• Responds to escalated incoming calls from agencies on an as-needed basis.
• Responsible to work with all Portfolio departments to address any client-related issues.
• Responsible for ensuring all policies and procedures for the CR teams are adhered to.
• Serve as the primary point of contact with other departments on changes and initiatives that affect Client Relations, including product development, risk management, compliance, and others, and collaborate with leadership on training.
• Oversees Reinsurance formations.
• Manages hybrid schedules and PTO requests to ensure that staffing meets client demands and expectations.
• Makes hiring and firing decisions and confers with VP of Client Experience and HR.
• Develops and manages Performance Improvement Plans (PIP), Performance Development Plans (PDP), and corrective action plans to obtain feedback.
• Attends as-needed 1:1 meetings that are held with each team member monthly.
• Ensures all goals and objectives for all teams are met on a monthly/quarterly/yearly basis and reviews results and opportunities with the team.
• Based on feedback from the VP of Client Experience and other senior management, engage the CR teams in meeting strategic goals and objectives that drive success for the company.
• Other duties as assigned.

Education and Qualification Requirements:

• Bachelor’s degree in business, management, or marketing or comparable experience
• Five years experience working in a dealership, agency, a third-party administrator
• At least three years of experience managing others who work in a client-facing capacity as well as in process-driven environments
• Strong computer skills including proficiency with Microsoft Office, CRM Software, and internal software systems
• Demonstrated management, communication, and writing skills.
• Ability to give presentations and deliver training.
• Ability to build and sustain a positive team culture.
• Ability to manage difficult or emotional customer and/or employee situations.
• Ability to organize his/her own work and the workflow of the department.
• Ability to speak clearly and persuasively in positive or negative situations.
• Fluency in spoken and written English.
• Demonstrated knowledge of MS Excel and MS Word.
• Able to travel overnight (up to 10%) by land and/or air.

Work Environment and Physical Requirements:

• Vision acuity is required to include close vision, color vision, distant vision, and the ability to adjust focus.
• Ability to grasp objects such as a telephone or computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment
• Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds.
• Ability to frequently sit for long periods of time.
• Ability to hear and talk, both in person and by phone.
• Ability to spend extended hours in front of a computer screen