Customer Service Supervisor Jobs

Overview:

SageSure is seeking an experienced Customer Service Supervisor to motivate, support, and lead our Customer Service Contact Center team members to maximize performance. The ideal candidate must have customer service and supervisory experience in a contact center environment. If you are an effective communicator, able to lead and motivate a team, are organized and reliable, as well as results-oriented, we’d like to meet you!

What you’d be doing:

• Prepare monthly/annual results and performance reports
• Hire and onboard new employees
• Drive results by providing consistent and targeted coaching and feedback
• Keep management informed on issues and challenges
• Ensure adherence to policies for attendance and established procedures
• Monitor queues and track inbound live interactions and emails for performance and reporting purposes
• Devise ways to optimize procedures and keep staff motivated
• Answer questions from staff and provide guidance and feedback
• Anticipate escalation and take over calls when needed
• Assist in the formulation of targets for individuals and teams
• Monitor queues and track inbound calls, keep agents aware of inbound calls, calls waiting, and abandonment rate
• Measure performance with key metrics
• Fosters the long-term learning or development of his/her direct reports with an appropriate level of needs analysis to effectively bridge learning gaps

We’re looking for someone who has:

• 2+ years’ experience supervising direct reports
• Proven experience as a call center supervisor or similar supervisory position
• Excellent organizational and leadership skills
• Ability to work under pressure
• 2+ years’ experience in property & casualty insurance
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Can work during the required scheduled shift on Monday – Friday from 11AM -8PM, with rotating Saturday coverage shift of 10AM - 3PM (Eastern Time)
• Experience in customer service is essential
• Outstanding communication and negotiation ion skills
• High School Diploma
• Working knowledge of MS Office
• Property/Casualty license required within six (6) months of accepting position

Highly preferred candidates also have:

• Bachelor’s degree

About the Policy Services Team at SageSure:

Helping customers and a service mindset are at the core of SageSure’s Policy Services team approach. Policy Services roles are directly responsible for building the brand, and we take that very seriously at SageSure. Our Policy Services team is the voice of SageSure—having frequent connections with our customers. Serving the customer is fulfilling and a great way to learn about the insurance industry. Policy Services roles have career progression paths built-in, and with all the industry knowledge you’ve gained, you’ll be primed for advancement within the department or across the company. The nature of the work requires constant interfacing with other teams, including underwriting, sales and marketing. As a part of this growing team, you’ll experience a fast-paced environment that requires dynamic involvement and provides accelerated learning.

About SageSure:

If shaping the future of an industry sounds exciting, you’ll love working at SageSure! A Best Places to Work in Insurance Recipient for three years in a row (2020-2022), SageSure is a managing general underwriter leader and insurance technology innovator serving disaster-prone areas. That means we sell insurance through our proprietary technology platform in places other insurance companies won’t do business. Our success in delivering coverage in America’s most challenging markets is the result of our strategic focus to understand and adequately price risk. We offer 50+ products in 14 states, serving over 400,000 policyholders while managing more than $800 million in written premium. We have eight office locations—Jersey City, NJ; Mountain View, CA; Chicago, IL; Tallahassee, FL; Cincinnati, OH; Houston, TX; Mt. Laurel, NJ; and Cheshire, CT—as well as numerous remote employees across the country.

We provide generous health benefits and perks, including tuition reimbursement, wellness allowance, paid volunteer time off, a matching 401K plan and more. SageSure fosters inclusion, creating an environment where everyone can bring their whole self to work. We’re energetic, forward-thinking problem solvers; come join our team! For more information on SageSure opportunities, visit www.sagesure.com/careers/.

SageSure is a proud Equal Opportunity Employer committed to building a workforce that reflects the spectrum of perspectives, experiences and abilities of the world we live in. We recognize that our differences make us strong and we actively seek out diverse candidates through partnerships with organizations, institutions and communities that represent various backgrounds. We champion belonging and inclusion for all identities, including race, ethnicity, religion, sexual orientation, age, ability status, gender and country of origin, striving to create a culture where all individuals feels valued, respected and empowered to bring their authentic selves to work.

SageSure is only open to hiring remote candidates who are residents in the following states: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Illinois, Indiana, Iowa, Kentucky, Louisiana, Maine, Michigan, Minnesota, Mississippi, Missouri, Nebraska, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Wisconsin, and Wyoming.