Phone Manager

Job Description

Job Description

At Veracity, we aim to be a different kind of insurance partner—one that is free from outside investors, venture capital, or the pressures of a corporate parent.

Ours is a culture of empowerment – one that believes in effort, results, and accountability. We believe that transparency fosters trust, trust fosters growth, and that growth drives innovation. Our commitment to rigorous evaluation and relentless execution lead to rapid evolution.

We answer only to the small business owners we serve, and this independence allows us to stay focused on what matters most : helping their businesses thrive by providing expert guidance and best-in-class insurance policies.

We’re growing fast and want you to be a part of it!

We’re looking for a talented, detail-oriented Phone Manager to join our team. Under the direction of the Senior Customer Support Manager this role will be responsible for providing support for the Online Programs (OP) Customer Service Representatives. This role will also be responsible for working with the Workforce Manager, Specialty Manager, and Chat / Email Manager to ensure the maintenance and progression of the Online Programs department.

Key Responsibilities

• Supervise Phone Customer Service Representatives (CSRs)
• Work with Talent Acquisition to manage the interviewing and hiring of phone employees
• Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, Teams messages, and regular interpersonal communication
• Work with the Product Leads on the creation of reference materials, including developing, refining, and enforcing SOPs
• Work with the Director and Senior Manager to address high level complaints, and where needed, offer compensation
• Collaborate with the Specialty and Workforce Managers, compiling phone reports and build out action plans to present to the Senior Customer Support Manager, Online Programs Director, Company Executives, and Company President
• Coordinate with other departments as necessary to enhance Online Programs
• Work with the Specialty Manager to ensure thorough and accurate documentation of all customer accounts immediately following any action on an account
• Provide oversight to ensure excellent customer service by managing the building and maintaining positive relationships with clients
• Work with Learning and Development and Product Leads to develop, teach, and maintain training presentations, training modules, and support material for team
• Work with the department’s management team and identify employees that are ready for promotion. Collaborate with internal departments on potential progression of employee
• Maintain a high level of knowledge of all Policies offered through Online Programs to collaborate with Product Leads to provide guidance to CSRs on eligibility, in-depth coverage questions, and exclusions.
• Ability to work independently, take initiative, and work with little supervision
• Regular and timely attendance
• Provide effective performance feedback through employee recognition, rewards, weekly coaching, team meetings, quarterly reviews and disciplinary action, with the assistance of the Director, Sr. Customer Support Manager, and Human Resources, when necessary
• Consciously create a workplace culture that is consistent with the overall organization's and that emphasizes the identified mission, vision, guiding principles, and values of the organization
• Other duties as assigned

Requirements and Qualifications

Perks

Why Veracity?

Here at Veracity, you’ll be part of a team of trailblazers and visionaries. We’re not just revolutionizing the way people “do” insurance; we are creating a whole new paradigm. Here, you will experience a vibrant and inclusive workplace where your ideas matter! With us, you have a chance to :

Compensation Range : $65k / yr - $75k / yr, eligible for $3k annual bonus

We are proud to be an equal-opportunity employer. We are committed to providing equal opportunities to all qualified applicants, regardless of race, color, religion, sex, national origin, disability, or any other legally protected characteristics.

If you need accommodation, please let us know during the interview process

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Salary : $65,000 - $75,000