Call Center Customer Service Manager

Independence Pet Group® (IPG) is one of North America’s largest pet insurance and services organizations. Our impressive family of brands (PetPartners, Figo, Pethealth, IAIC) supports insurance for more than 600,000 pets in the U.S. and Canada and provides well-being, safety, resources, and business solutions to the pet industry, including microchip identification and an online pet registry.

Job Summary:

This remote position will collaborate with various professionals, so it is essential that they have excellent communication skills and feel comfortable working in a team environment. This role will not be designated to a particular service line. This position may be assigned and reassigned to various service lines based on business needs. One of the Customer Service Manager's primary responsibilities is overseeing the Solutions team. This includes hiring, training, motivating, and providing ongoing professional development opportunities for call center employees. Also responsible for maintaining regular client communication.

The ideal candidate will have a track record of top-level performance in leading a team that has exceeded key performance indicators and objectives.

Job Location: Remote work is not available in AK, MT, HI (US)

Main Responsibilities:

• Liaise with Marketing and Product Development departments to ensure brand consistency
• Establish, communicate and measure targets and results for your team
• Conduct 1:1 bi-weekly coaching sessions with all assigned team members
• Consistently examine performance and reporting to improve processes and procedures
• Prepare monthly, quarterly and annual reports
• Report on metrics and suggest improvements
• Create and lead a high-performance culture focused on achieving metrics and KPIs
• Coordinate department projects to meet deadlines
• Provide exceptional customer support on escalated items
• Proactively identify, suggest, and implement improvements
• Build an open-communication environment for your team
• Provide coaching and quality assurance reviews with call center agents on an ongoing basis
• Monitor and ensure daily performance in assigned departments
• Use customer feedback to generate ideas about new features, products and services
• Assist Clients and Consumers

Qualifications:

• Ability to interface with all levels inside of the organization, front-line up through Executive Team
• Possess a "roll up your sleeves" mentality with regard to developing and accomplishing the high-level strategy
• Outstanding ability to prioritize and execute tasks with multiple deadlines
• Experience tracking and monitoring call center key performance indicators a plus
• Proven experience leading teams in a high-paced environment (Call Center experience REQUIRED)
• Strong analytical and organizational skills
• Hands-on experience with CRM software, call center telephony system, and Quality Management tools
• Commitment and drive to deliver a great overall client and customer experience
• Ability to handle escalated customer service conversations and overcome objections
• High School Diploma or equivalent
• Experience with Microsoft Office Suite
• Minimum of 5 years of Customer Service experience
• Proven track record of achieving performance goals and metrics
• Excellent communication skills both verbal & written, and organizational and time management skills
• Interest in leading in a growing and changing environment with new challenges daily
• Excellent interpersonal and team management skills

Expected Hours of Work:

• This is a full-time position: Days and hours to be determined by needs of business. Hours to be determined between employee and director

Benefits:

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Pet friendly office environment
• 12 weeks of 100% paid Parental Leave
• Flexible Spending Accounts (FSA)
• Paid time off to volunteer at nonprofit organizations
• Personal Paid Time Off
• Basic Life Insurance at no cost to the employee
• Ten holidays and company-wide Wellness Day off
• Group Pet Insurance
• 401(k) savings plan
• Company paid short-term and long-term disability
• On the job training and skills development
• Comprehensive full medical, dental and vision Insurance
• Health Savings Account (HSA)
• Commuter Benefits
• Employee Assistance Program (EAP)

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