Agency-First Customer Support Manager

Berkshire Hathaway GUARD Insurance Companies; Wilkes-Barre (Luzerne County); Híbrido; USD 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid schedule

Competitive pay and PTO

Health benefits from day one

401(k) and tuition reimbursement

Descripción de la vacante

Berkshire Hathaway GUARD Insurance Companies is seeking a Manager, Customer Support to lead an agency-focused customer service operation serving agents and producers through policy lifecycles. This role emphasizes developing people, improving service operations, and partnering across the business.

The position centers on agency experience, including policy servicing, billing, underwriting support, and claims routing. This is a leadership role with a hybrid work model and competitive compensation.

Formación

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of customer service or contact center experience.
• 3+ years of leadership experience managing supervisors or frontline teams.
• Strong experience with performance metrics, coaching, quality programs, and process improvement.
• Excellent communication, problem‑solving, and decision‑making skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Experience with CRM, contact center platforms, reporting tools, and Microsoft Office.

Responsabilidades

• Lead, coach, and develop supervisors and frontline representatives.
• Champion agency‑first service with accurate info and ownership.
• Oversee daily contact center operations across voice and digital channels.
• Monitor and improve performance on key measures such as SLA, speed of answer, and CSAT.
• Use data to identify opportunities for improvement in service delivery.
• Collaborate with Underwriting, Billing, Claims, Product, Operations, Compliance, Training, and Tech.
• Identify root causes of repeat contacts and lead improvements.
• Oversee QA, escalation, workforce planning, and performance management.
• Enhance contact center tech, reporting, self‑service, automation, and analytics.
• Translate results into insights for senior leadership.

Conocimientos

Leadership

Performance metrics

Coaching

Communication

Problem solving

Multitasking

CRM

Microsoft Office

Educación

Bachelor's degree or equivalent combination of education and experience

Herramientas

CRM

Contact center platforms

Reporting tools

Microsoft Office

Descripción del empleo

Berkshire Hathaway GUARD Insurance Companies is seeking a Manager, Customer Support to lead an agency-focused customer service operation serving agents and producers through policy lifecycles. This role emphasizes developing people, improving service operations, and partnering across the business.

The position centers on agency experience, including policy servicing, billing, underwriting support, and claims routing. This is a leadership role with a hybrid work model and competitive compensation.