Lead Customer Service Team – Hybrid Role & Growth

Sentry Insurance; El Paso (TX); Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Hybrid Flexibility

Dining Stipend

Tuition Reimbursement

Medical/Dental/Vision

PTO & Volunteer Time

401(k) match

Community Giving

Job summary

Sentry is seeking a Customer Service Supervisor to lead a team delivering exceptional service to a diverse client base. You will establish service standards, coach staff, and motivate the group to meet performance goals while upholding quality and customer satisfaction.

The ideal candidate has a Bachelor’s degree or equivalent, 5 years in a service environment with supervisory experience, and the ability to manage in a fast-paced call center.

Qualifications

• Bachelor's Degree or equivalent work experience.
• 5 years of experience in a customer service environment with supervisory responsibilities.
• Ability to lead in a fast-paced call center and maintain service standards.
• Spanish proficiency preferred but not required.

Responsibilities

• Developing and implementing customer service standards.
• Coaching, counseling, and motivating the customer service team.
• Improving service quality by evaluating processes and ideas.
• Maintaining knowledge of telecommunications systems.
• Providing work direction to staff and implementing policies.
• Handling sensitive inquiries with tact and diplomacy.
• Scheduling staff and tracking performance.
• Assisting with budget preparation and controlling expenses.

Skills

Leadership

Team motivation

Customer service

Coaching

Data analysis

Scheduling

People management

Education

Bachelor's Degree or equivalent

Tools

Call center software

Telecommunication systems

Job description

Sentry is seeking a Customer Service Supervisor to lead a team delivering exceptional service to a diverse client base. You will establish service standards, coach staff, and motivate the group to meet performance goals while upholding quality and customer satisfaction.

The ideal candidate has a Bachelor’s degree or equivalent, 5 years in a service environment with supervisory experience, and the ability to manage in a fast-paced call center.