Job Summary

As the Service Supervisor for Anywhere Insurance Agency, you will be responsible for overseeing day-to-day insurance service team, ensuring our customers receive timely and accurate service responses.  You will be responsible to ensure seamless workflows and efficient processes. Your role will involve serving as the primary point of contact for the service employees and as an escalation point for our customers to ensure the agency retains 90%+ of our customers. 

 

Job Responsibilities: 

Team Management  Oversight of a team of individuals providing coaching, mentoring, and ensuring all deliverables are executed timely and accurately.  Manage interview, hiring, time off, and reviews of team to ensure the agency has the top performing talent.  Prepare weekly, monthly, and quarterly presentations related to the state of the agency, service and financial metrics, and insurance market conditions Ensure teams daily, weekly, and monthly tasks are completed timely and that customers receive the highest quality service. Communicate insurance industry, agency, carrier changes, and metrics to team on a regular basis. Manage staffing to ensure support is available for customers during hours of operation and call queues are within service standards Customer Experience Analyze trends, advise executive leadership using data insights on customer experience trends and areas of opportunities to improve the customer experience and optimize customer retention to 90%.  Serve as a valuable resource for leadership, production, and service staff by developing and enhancing workflows to optimize customer service, efficiency, and automation within the agency.  Other responsibilities Participate in special projects, and handle additional duties as assigned.

 

Qualifications:

Comprehensive knowledge and understanding of state specific laws, regulation, codes and standards that affect property and casualty insurance. 5+ years’ experience managing a team of 5-15 employees Experience with analyzing data and using reporting to manage service operations Experience with AMS 360 and Salesforce software is a plus Must have a keen eye for detail Must demonstrate a professional, articulate and self-motivated demeanor with strong organizational and communication skills Must be able to effectively interact with all levels of employees, management and customers and use sound judgment to prioritize multiple assignments Must be proficient in Microsoft Suite Ability to work independently and as part of a team