Engagement Center Team Lead - Customer Service Leader

Brightway Insurance; United States; Presencial; USD 75.000 - 110.000; Jornada completa

Descripción de la vacante

Brightway Insurance is seeking a Customer Service Manager to lead a team of insurance professionals handling inbound and outbound requests by phone and email. You will drive service excellence and mentor staff to deliver consistent results.

With 4–6 years in customer service and at least 2 years of team leadership, you will implement process improvements, maintain procedures, and report outcomes to leadership while upholding Brightway's commitment to superior client service across our franchise

Formación

• 4–6 years experience in Customer Service or related field.
• 2 years managing a team.
• Proficient in Word, Excel, Outlook, PowerPoint.

Responsabilidades

• Manage a team of insurance professionals handling inbound and outbound requests from customers, agents, carriers and others via phone and email.
• Proactively identify improvements that would enable better customer service, efficiency in workflow, output and work environment.
• Apply deep industry and company knowledge to evaluate the most complex issues encountered by the unit and others, document steps and use as training.
• Perform routine discussions to review performance and opportunities to improve, incorporating feedback to raise customer satisfaction.
• Represent the team to company leadership and report activity and outcomes to manager.
• Document activities and follow up in appropriate systems regularly and accurately.
• Maintain current and accurate procedures manual for department.
• Write job objectives, performance reviews, salary recommendations for people in the unit.
• Administer company HR policies/procedures.
• Ensure quality of work meets standards.
• Act as mentor to those less experienced.
• Performs other related duties as assigned.

Descripción del empleo

Brightway Insurance is seeking a Customer Service Manager to lead a team of insurance professionals handling inbound and outbound requests by phone and email. You will drive service excellence and mentor staff to deliver consistent results.

With 4–6 years in customer service and at least 2 years of team leadership, you will implement process improvements, maintain procedures, and report outcomes to leadership while upholding Brightway's commitment to superior client service across our franchise