Field Support Lead: Insurance CX Coach & Operations

Argonaut Management Services, Inc; City of Albany (NY); On-site; USD 56,000 - 80,000; Full time

Job summary

Farm Family is seeking a Lead, Field Support Specialist to oversee Albany's P&C call center operations and mentor a diverse team of field personnel. You will guide performance, identify improvements, and ensure service levels meet business goals.

Ideal candidates bring 6–8 years in customer service with strong P&C product knowledge, plus collaboration across cross-functional teams to optimize processes and staffing.

Qualifications

• High school diploma required.
• Six to eight years of experience.
• Supervisory/management experience not applicable.
• Six years of agent/customer service experience.
• In-depth knowledge of P&C applications and products.

Responsibilities

• Answers telephone calls and responds to emails promptly.
• Coaches, mentors, trains, and motivates new and current Field Support Specialists.
• Assists with setting goals and providing constructive feedback.
• Collaborates with Field Support Center leadership and other cross-functional teams to improve customer service processes and procedures.
• Manage and monitor operational responsibilities for the team on a day-today basis such as escalations, communication, and creation of process.
• Handles complex customer inquiries and escalated complaints in a manner that preserves customer satisfaction.
• Analyzes customer service data to identify trends and areas for improvement.
• Provides input on resources planning, policy development and setting guidelines.
• Assists with monitoring the production and respective results of the team, including monitoring workflow and work queues.

Skills

Customer service

Coaching

Mentoring

P&C knowledge

Communication

Education

High School Diploma

Job description

Farm Family is seeking a Lead, Field Support Specialist to oversee Albany's P&C call center operations and mentor a diverse team of field personnel. You will guide performance, identify improvements, and ensure service levels meet business goals.

Ideal candidates bring 6–8 years in customer service with strong P&C product knowledge, plus collaboration across cross-functional teams to optimize processes and staffing.