Customer Service Manager - Personal Lines

Waypoint Underwriting Management

Albany, NY, United States
$85,000 - $95,000 annual py
On-site
Lead customer service team
Develop customer service strategies
Ensure high customer satisfaction
Manage and mentor the Customer Care and Policy Service teams to improve the teams’ understanding of customer needs and assure customer satisfaction by meeting/exceeding those needs and expectations

Job Summary

  • Manage and mentor the Customer Care and Policy Service teams to improve the teams’ understanding of customer needs and assure customer satisfaction by meeting/exceeding those needs and expectations.
  • Collaborate with supervisor and other business unit leaders to establish and monitor business unit KPIs in support of achieving or exceeding client service and business retention expectations.
  • Use objective tools to coach individual staff development and outline corrective action steps to promptly address performance shortfalls.

Matching Summary

Manage and mentor the Customer Care and Policy Service teams to improve the teams’ understanding of customer needs and assure customer satisfaction by meeting/exceeding those needs and expectations.

Salary

$85,000 - $95,000 Annual

Skills & Requirements

Must-have

  • Lead customer service team
  • Develop customer service strategies
  • Ensure high customer satisfaction
  • Manage staff performance and development
  • Monitor business unit KPIs
  • Respond to escalated customer issues
  • Optimize customer service experience

Nice-to-have

  • Foster motivating work environment
  • Customer-centric service approach
  • Contribute to long-term solutions
  • Maintain working knowledge of best practices

Key Requirements

  • 3+ years customer contact operation experience
  • 2 years supervisory experience
  • Knowledge of Personal Lines insurance
  • Knowledge of call center technologies
  • Proven ability to coach and mentor
  • Strong interpersonal and communication skills
  • PC proficiency
  • NYS Property and Casualty or Personal Lines license preferred

Work Rights

Not specified

Tailored Resume

Cover Letter