Lead Field Support Specialist

Clearbrook Group Services Inc.; City of Albany (NY); On-site; USD 56,000 - 80,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid time off

Professional development opportunities

Job summary

Clearbrook Group Services Inc. in Albany, NY is seeking a Lead, Field Support Specialist to oversee daily call center operations and mentor Field Support Specialists. You will guide team performance, handle escalations, and drive process improvements to elevate customer service metrics.

The role requires 6–8 years in customer service with P&C knowledge; base salary range in Albany is $56,000–$80,000, with comprehensive benefits and growth opportunities.

Qualifications

• High school diploma.
• Six to eight years of experience.
• Four years of customer service experience.
• Six years of experience in agent/customer service.
• 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-to-day 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

Training

Communication

Education

High school diploma

Tools

P&C applications

Job description

Company Farm Family Farm Family specializes in farm and ranch protection with a wide range of products including flexible farm packages, business owner policies, commercial package, workers compensation, commercial auto and select personal auto coverage. Farm Family is a leader in serving the Northeast and Mid-Atlantic markets and is pursuing growth across the U.S. The Farm Family entities are wholly-owned subsidiaries of Clearbrook Group Holdings Inc.

Job Description PURPOSE OF THE JOB: The Field Support team provides excellent service to field personnel (agents, Sales Associates, Customer Services Representatives (CSR’s), Field Leadership (e.g., MLGAs, RFE’s) for P&C line of business. The Lead, Field Support Specialist helps oversee daily call center operations and supports productivity of the call center. This may include but is not limited to providing call center team members with guidance, mentorship, and training on questions and issues that arise. The Lead, Field Support Specialist assists with special projects, stretch assignments, and unusually complex agent situations. In addition to helping ensure the call center is properly staffed with confident and capable team members, this role will assist with identifying key goals, metrics, and help with evaluating workflow processes and procedures.

ESSENTIAL FUNCTIONS:

• 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.

REQUIRED QUALIFICATIONS:

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

PREFERRED QUALIFICATIONS:

• Insurance designation.

OCCUPATIONAL REQUIREMENTS:

• The position requires ability to effectively communicate with others to exchange information.
• A person in this position normally receives little instruction on day-to-day work and receives general instructions on new assignments.
• The position requires physical presence in company office on part-time or full-time basis.
• No adverse working or environmental conditions expected.
• This position is an Individual Contributor.

The base salary range provided below is for hires in those geographic areas only and will be commensurate with candidate experience. Pay ranges for candidates in other locations may differ based on the cost of labor in that location. Albany range $56,000 - $80,000

PLEASE NOTE: Applicants must be legally authorized to work in the United States. At this time, we are not able to sponsor or assume sponsorship of employment visas. If you have a disability under the Americans with Disabilities Act or similar state or local law and you wish to discuss potential reasonable accommodations related to applying for employment with us, please contact our Benefits Department at 210-321-8400.

Benefits and Compensation We offer a competitive compensation package, performance-based incentives, and a comprehensive benefits program—including health, dental, vision, 401(k) with company match, paid time off, and professional development opportunities.

Core Values At Clearbrook our Core Values are Integrity, Collaboration, Pursuit of Excellence and Forward Thinking. These values reflect who we are today and who we aspire to be - guiding how we work, how we lead and how we succeed. Argo and Farm Family are specialty property and casualty insurance brands whose underwriting companies are wholly owned subsidiaries of Clearbrook Group Holdings Inc. Argo and Farm Family partner with agents and brokers to provide insurance solutions that enable businesses to manage risks with confidence. At Clearbrook our Core Values are Integrity, Collaboration, Pursuit of Excellence and Forward Thinking. These values reflect who we are today and who we aspire to be - guiding how we work, how we lead and how we succeed.