**Job Description:**
About careerzynith
At careerzynith, we're dedicated to being a force for good in the insurance industry. Our mission is to provide innovative solutions that help people live responsibly and keep communities safe. As a member of the careerzynith family, we're committed to creating a workplace culture that's guided by our core values: Always aware, Always guiding, Never restricting or judging.
About the Role
We're seeking an experienced Customer Service Manager to join our team at careerzynith. As a key member of our leadership team, you'll be responsible for motivating and developing our Customer Service Agents to deliver exceptional customer experiences. Your expertise will help drive quality service, retention, and carrier relations, ensuring that our customers receive the best possible support.
Key Responsibilities:
- Select, manage, coach, and develop a high-performing team of Licensed Customer Service Agents.
- Create and maintain a winning culture among team members; motivate associates, recognize successes, and resolve grievances.
- Monitor individual and team results and productivity to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
- Meet and/or exceed appropriate levels of Customer Service abandon rate, average speed of answer (ASA), policy retention, and quality scores.
- Monitor calls to identify and act on strengths and weaknesses in service techniques, technical accuracy, and company policies.
- Provide feedback to associates and deliver corrective action and termination of employees in accordance with company policy.
- Answer questions and recommend solutions to address customer complaints.
- Reviews carrier, customer, and agent feedback and takes appropriate action.
- Develops, implements, and manages processes to ensure that policies meet required specifications for quality.
- Identifies and analyzes issues, defects, and other problems, recommends, and facilitates solutions to these issues.
- Provide communication and follow up to ensure associates are fully informed of all current information related to products, procedures, customer needs and company-related issues, changes or actions.
- Meet regularly with careerzynith Leadership Team and provide detailed reporting on the overall performance of the team.
- Develop and maintain interdepartmental partnerships to resolve customer issues.
- All other duties as assigned.
What You'll Bring to the Table
To succeed in this role, you'll need to possess the following qualifications and skills:
- High School Diploma or GED; Bachelor's degree preferred. 1-2 years progressive leadership experience required, preferably in a call center environment.
- Currently possess an Unrestricted Resident Property/Casualty Producer's License
- Strong verbal and written communication skills, computer skills, including Microsoft Office programs and adaptability.
- Ability to think analytically to identify qualitative or quantitative trends and recommend appropriate actions.
- Effective problem-solving/process improvement skills used to identify and resolve operational, customer-facing and/or employee relations problems.
- Three years of experience leading a quality assurance program in a fast-paced, high volume contact center environment supporting the insurance industry.
- Five years of contact center leadership experience.
Why Work for careerzynith?
At careerzynith, we're committed to creating a workplace culture that's guided by our core values. Here are just a few reasons why we're a Top Workplace:
- Starting base salary $51,150.00 -$66,000.00 +10% bonus potential+ monthly commission 401(k) + benefits.
- We're the nation's largest interlock provider, and our Mission is to help people live and drive responsibly.
- Mindr won the 2023 Top Workplace Award locally and nationally–and 2024 Best Place for Working Parents Award
- Growth Oriented- 7 years of over 10%+ growth annually. Doubled in employee size over the past 2-3 years.
- A comprehensive and highly competitive benefits package, including:
- Dental Insurance
- Health Insurance
- Vision Insurance
- 401(k)
- Paid Holidays
- Paid Time Off
- Ongoing Professional Training online via Litmos
- And more
Equal Opportunity Employer
careerzynith is an Equal Opportunity Employer. We're committed to creating a workplace culture that's inclusive and respectful of all employees and applicants. We believe that diversity and inclusion are essential to our success, and we're dedicated to ensuring that everyone has an equal opportunity to succeed.
How to Apply
If you're passionate about delivering exceptional customer experiences and leading a high-performing team, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!