Hybrid Customer Support Manager: Lead & Elevate Service

Berkshire Hathaway Guard; Wilkes-Barre (Luzerne County); Hybrid; USD 60.000 - 90.000; Vollzeit

Benefits dieser Stelle

Hybrid schedule

Generous PTO

Medical, dental & vision starting day

401(k)

Tuition reimbursement

Longevity bonuses

Zusammenfassung

Berkshire Hathaway GUARD, a nationwide Property & Casualty insurer, seeks a Manager, Customer Support to lead our contact center, coach supervisors, and drive service excellence from our Wilkes-Barre base. The role emphasizes customer outcomes, employee engagement, and operational performance.

With a hybrid work model (2 days remote, 3 in-office) and a compensation package including PTO, health benefits from day one, a 401(k), and tuition reimbursement, this position offers growth within a

Qualifikationen

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of customer service or contact center experience.
• 3+ years of leadership experience managing supervisors or frontline teams.
• Strong experience with performance metrics, coaching, quality programs, and process improvement.
• Experience with CRM, contact center platforms, reporting tools, and Microsoft Office.

Aufgaben

• Lead, coach, and develop supervisors and customer support representatives.
• Drive performance across key service metrics, quality standards, and customer satisfaction goals.
• Oversee daily contact center operations and workforce planning.
• Partner with teams across Operations, Underwriting, Billing, Claims, Compliance, Training, and IT to improve processes and customer outcomes.
• Manage complex customer escalations and ensure effective resolution.
• Analyze performance data, identify trends, and implement continuous improvement initiatives.
• Support and optimize contact center technology, reporting, and automation tools.
• Foster a positive, accountable, and customer-focused culture.

Kenntnisse

Leadership

Communication

Problem-solving

Decision-making

Data analysis

Multi-tasking

Ausbildung

Bachelor's degree or equivalent

Tools

CRM

Contact center platforms

Reporting tools

Microsoft Office

Jobbeschreibung

Berkshire Hathaway GUARD, a nationwide Property & Casualty insurer, seeks a Manager, Customer Support to lead our contact center, coach supervisors, and drive service excellence from our Wilkes-Barre base. The role emphasizes customer outcomes, employee engagement, and operational performance.

With a hybrid work model (2 days remote, 3 in-office) and a compensation package including PTO, health benefits from day one, a 401(k), and tuition reimbursement, this position offers growth within a