Customer Service Supervisor

Sentry; United States; Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work option Monday/Friday

Meal stipend

Sentry University tuition assistance

Comprehensive benefits (medical,Dental

Vision

Job summary

Sentry seeks a supervisor to lead a customer service team supporting diverse clients. The role involves setting standards, coaching staff, and driving quality improvements. You will manage staffing, implement policies, and oversee budgets in a fast-paced environment.

You’ll use call center software and telecom knowledge to resolve sensitive inquiries and guide performance. Spanish language skills are a plus but not required.

Qualifications

• Bachelor's degree or equivalent work experience.
• 5 years of previous work experience or knowledge of a customer service environment and supervisory experience.
• Ability to lead employees in a fast-paced call center environment.
• Ability to analyze data, identify trends, and communicate results.

Responsibilities

• Developing and implementing customer service standards.
• Coaching, counseling, and motivating your customer service team.
• Improving customer service quality results by studying, evaluating and formulating ideas.
• Maintaining knowledge of new or revised telecommunications systems.
• Providing work direction to your staff.
• Implementing policies and procedures.
• Providing expertise in handling sensitive/unusual customer service issues.
• Scheduling staff accordingly and tracking performance.
• Assisting with budget preparation and controlling operating expenses.

Skills

Leadership

Coaching

Data analysis

Education

Bachelor's degree or equivalent

Tools

Call center software

Telecommunications systems

Job description

Supervises a team that provides customer service to a variety of clients.

What You’ll Do

• Developing and implementing customer service standards
• Coaching, counseling, and motivating your customer service team
• Improving customer service quality results by studying, evaluating and formulating ideas
• Maintaining knowledge of new or revised telecommunications systems
• Providing work direction to your staff
• Implementing policies and procedures
• Providing expertise in handling sensitive/unusual customer service issues
• Scheduling staff accordingly and tracking performance
• Assisting with budget preparation and controlling operating expenses

What it Takes

• Bachelor's Degree or equivalent work experience
• Proficiency in Spanish preferred, but not required
• 5 years of previous work experience or knowledge of a customer service environment and previous supervisory experience
• Ability to provide leadership to employees within a fast-paced call center environment
• Ability to prioritize work and maintain appropriate service standards
• Ability to analyze data, identify trends, and communicate results
• Working knowledge of telecommunication systems and call center software
• Knowledge of insurance processes, procedures, and systems beneficial
• Ability to respond to sensitive inquiries or complaints from customers, state insurance departments, producers, and others with tact and diplomacy
• Must be available to work non-standard hours including nights, weekends and holidays as needed.

Here is what you can look forward to as part of our team:

• Hybrid Flexibility:Enjoy the best of both worlds. With optional work from home on Mondays and Fridays and join your team in the office Tuesday through Thursday to collaborate and learn. We provide the technology and tools you need for both your office and home workspace from day one.
• Dining on Us:Depending on your location, we may provide a stipend that can be used at our on-site cafeteria or a meal allowance to keep you fueled.
• Continuous Learning:Unlock your potential through Sentry University and take advantage of our tuition reimbursement program.
• Comprehensive Benefits:We support your whole self with group medical, dental, and vision insurance along with parental leave, pet insurance, caregiver leave, and wellness resources. Options for HSA, FSA, and Dependent Care FSA are available.
• Work-Life Balance:Enjoy your generous Paid Time Off allowance to rest and take advantage of paid Volunteer Time Off to support your community.
• Investing in Your Future:We’re committed to your long-term financial well‑being. We offer a 100% company match on the first 8% you contribute to your 401(k) each pay period, and those funds vest immediately.
• Giving Back:Through the Sentry Foundation, we’re proud to support the United Way and make a difference in our communities.

Why Join Sentry?

At Sentry, we believe our people are the heart of our success. We’re proud to be recognized for the culture we’ve built, earning spots on Forbes’ lists for America’s Best Midsize Employers and Best Employers for New Grads, as well as Newsweek’s America’s Greatest Workplaces for Women and Diversity. These honors reflect our commitment to your professional satisfaction and growth.

Building on a Legacy

Our future is bright, but it’s anchored in a long history of stability. Since our founding in 1904, we’ve dedicated ourselves to helping businesses protect their futures. That trust has made us one of the largest and most financially stable mutual insurance companies in the U.S. We’re proud to have maintained an A+ rating from A.M. Best, the industry’s leading authority, for 35 consecutive years.

Your Career, Our Community

Whether you’re working at our headquarters in Stevens Point, Wisconsin, or one of our many offices across the country, you’ll find a challenging and rewarding environment. Explore the Our Teams tab on our Career Page to see the diverse career paths we offer, with a focus on ongoing development and professional growth.

Equal Employment Opportunity

Sentry is an Equal Opportunity Employer. It is our policy that there be no discrimination in employment based on race, color, national origin, religion, sex, disability, age, marital status, or sexual orientation.