Insurance Customer Experience Supervisor

Van Wert Works; Van Wert (OH); On-site; USD 64,000 - 85,000; Full time

Job summary

Central Insurance is seeking a Customer Service Supervisor to lead a team delivering exceptional service to policyholders and agents. You will handle billing and policy inquiries, mentor staff, and drive a culture of integrity and excellence.

The role requires a Bachelor’s degree and customer service experience, with occasional travel for training and leadership development. It offers a competitive salary range and comprehensive benefits, located in the United States.

Qualifications

• Bachelor’s degree and 1 year customer services experience.
• 3 years customer services experience.
• Occasional travel for purposes of training and leadership development.
• Experienced people leadership- preferred.

Responsibilities

• Proactively perpetuates the culture, embraces Central’s core values, and supports Central’s services mission.
• Demonstrates a hospitality mindset reflective of the expectations set forth including building rapport, credibility, a positive attitude, and teamwork to all customers.
• Builds relationships, communicates, and collaborates with peer services leaders and all other internal/external stakeholder.
• Communicates strategy and priorities, sets expectations, holds team accountable, and gets results.
• Leads, develops, and mentors team through onboarding and subject matter expertise training progression.
• Ensures team is providing proactive customer service by appropriately setting expectations, building rapport, and responding to requests timely.
• Seeks continuous improvement opportunities and proposes solutions.
• Monitors, evaluates, and coaches performance of team members.
• Conducts monthly check‑ins and annual performance appraisals.
• Manages productivity/efficiency, quality, accuracy, and timeliness.
• Interviews and assists in the selection of new employees.
• Leads project work and initiatives as assigned.
• Assists with production duties and services external customers as needed.
• Reports workload and employee productivity to stakeholders; analyzes and makes suggestions on improvements.
• Assists manager in analyzing workloads, staffing and resources.
• Distributes internal reports.
• Ensures proper systems access to vendor sites.
• Oversees and co‑owns the billing system.
• Regular attendance at required meetings, training events, and business functions is an essential function of this role. Periodic travel may be required to support these activities.

Skills

Customer service

Leadership

Travel readiness

Education

Bachelor's degree

Job description

Central Insurance is seeking a Customer Service Supervisor to lead a team delivering exceptional service to policyholders and agents. You will handle billing and policy inquiries, mentor staff, and drive a culture of integrity and excellence.

The role requires a Bachelor’s degree and customer service experience, with occasional travel for training and leadership development. It offers a competitive salary range and comprehensive benefits, located in the United States.