Agency Support Team Lead | Hybrid & Coaching

RadNet, Inc.; Lansing (MI); Hybrid; USD 68,000 - 78,000; Full time

Benefits offered by this job

Full benefits package (medical, dental

401K

Job summary

Michigan Farm Bureau is seeking an Agency Support Manager to lead a team-focused approach to handling Agency Support/Quality Control inquiries. Responsibilities include hiring, training, and developing staff, overseeing daily operations, and coaching to meet department goals in delivering an exceptional customer experience.

The role emphasizes strategy development, supervision, and continuous improvement of call/chat/ticket handling, with a hybrid work arrangement in Lansing, MI.

Qualifications

• Bachelor's degree in business, management, insurance, or related field.
• 3–5 years of customer service experience in a contact center or professional office.
• Leadership, training, coaching, and mentoring experience.
• Willingness to pursue continuing job-related training and education.
• Experience with confidential material and discretion.

Responsibilities

• Assist in development and implementation of strategies for improved oversight and efficiencies.
• Provide supervision to Agency Support by coaching and developing talent.
• Help build effective teams to deliver high-quality customer experiences for Farm Bureau Insurance agents and field staff.
• Create an environment where ideas are shared and team members are coached toward standards.
• Use technology to stay organized, conduct monthly touch bases, and delegate tasks as needed.
• Perform periodic audits of department functions and drive improvements in quality and consistency.

Skills

Leadership

Coaching

Training

Customer service

Discretion

Communication

Data analysis

Education

Bachelor's degree

AINS/API/AU designation or pursuing

Tools

Microsoft 365

Teams

Outlook

SharePoint

Word

Excel

Forms

PowerPoint

Job description

Michigan Farm Bureau is seeking an Agency Support Manager to lead a team-focused approach to handling Agency Support/Quality Control inquiries. Responsibilities include hiring, training, and developing staff, overseeing daily operations, and coaching to meet department goals in delivering an exceptional customer experience.

The role emphasizes strategy development, supervision, and continuous improvement of call/chat/ticket handling, with a hybrid work arrangement in Lansing, MI.