Field Insurance Service Leader: Coaching & Growth

Aaa-Northeast; Providence (RI); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health Coverage

Retirement plan match

Paid time off

Tuition reimbursement

Free AAA membership

Insurance discounts

Job summary

AAA Northeast is seeking a Field Insurance Customer Service Supervisor to lead a multi-branch CSR team in the Providence area. You will provide day-to-day leadership, coaching, and technical guidance to deliver high-quality customer service and drive retention and sales through cross-selling and account rounding.

You will manage staffing, training, and performance, while maintaining Five Diamond Service standards and collaborating with underwriters and branch management to resolve complex files

Qualifications

• Minimum 5+ years of insurance industry experience.
• Leadership, coaching, and training experience required.
• Strong communication and organizational skills.
• Knowledge of personal lines and agent authority basics.

Responsibilities

• Leads and develops a team of Insurance Customer Service Representatives.
• Plans, assigns, and supervises work; coordinates scheduling with WFM.
• Conducts performance appraisals and provides coaching.
• Monitors quality, handles complex policies, and resolves escalations.
• Implements Five Diamond Service standards across interactions.

Skills

Leadership

Coaching

Staffing

Training

Customer service

Communication

Problem solving

Time management

Attention to detail

Insurance knowledge

Education

Associate's Degree

Bachelor's degree preferred

Personal Lines License

Tools

WFM software

Call monitoring tools

Job description

AAA Northeast is seeking a Field Insurance Customer Service Supervisor to lead a multi-branch CSR team in the Providence area. You will provide day-to-day leadership, coaching, and technical guidance to deliver high-quality customer service and drive retention and sales through cross-selling and account rounding.

You will manage staffing, training, and performance, while maintaining Five Diamond Service standards and collaborating with underwriters and branch management to resolve complex files