Customer Service Supervisor (Remote)

Loggerhead is a property and casualty insurer that specializes in providing coverage that meets the unique needs of Florida homeowners.

We’re a team of insurance professionals with customer service as our core value and we know the importance of attentively serving our policyholders. Loggerhead is powered by modern technology, guided by people who share a commitment to trust, empathy, and always doing what’s right.y, and teamwork., flexibility, and teamwork.

What’s the Role? 

The Customer Service Supervisor is accountable for ensuring customer inquiries are responded to timely, accurately and in compliance with regulations. Additionally, the role is accountable for scheduling and maintaining both capacity and performance standards. The Supervisor will assist with escalated calls and provide customer support during critical times. Reporting to the Director, Insurance Operations, the Supervisor will develop and coach a team of remote Team Leaders and Customer Service representatives. The level of the position (supervisor or manager) will be dependent upon the level of experience of the successful candidate.

A Day in the Life could include: 

• Provide ongoing guidance and leadership to the Customer Service team
• Balance resources, people, systems, and equipment to meet quality and responsiveness measures.
• Monitor call volumes throughout the day and provide direction to staff to ensure staffing is in place to meet service levels
• Ensure that employees follow staffing schedules as required.
• Assist in the creation and maintenance of standard operating procedures for team processes.
• Manage the analysis of reports and metrics that monitor the incoming contacts. Monitor the quality and level of service provided against established standards
• Administer daily dashboards, measures spreadsheets and monthly business review documentation.
• Research, analyze, propose and implement process and reporting enhancements that will improve workflow and customer service.
• Conduct regular team meetings and coaching sessions with staff. Assist in the training, development, and mentoring of new staff to satisfy customer requirements
• Other responsibilities may be assigned

What You’ll Need to be a Top Candidate: 

• Strong team-oriented interpersonal skills, with the ability to effectively collaborate with a broad range of internal/external contacts and roles, including vendors, IT-business personnel and product management. 
• Ability to contribute and collaborate as a team member while working proactively and independently 
• Advanced analytical and problem-solving skills to develop creative solutions to problems 
• Excellent presentation, persuasion, written, and interpersonal skills. 
• Strong attention to detail, organizational skills, time management, and analytical skills 
• Ability to translate requirements from a business perspective to development specifications for systems and software developers 
• Enthusiasm for growth, learning and developing new opportunities with the company as it launches new products and services 

Knowledge & Experience 

• 3-5 Years contact center experience in operations leadership role(s.) 
• Knowledge of property insurance technology covering at least one of the following functions: Policy administration, claims, billing, producer / agency management 
• Advanced knowledge in internet software, MS Office products and database usage 

Education & Certifications 

• Contact Center Operations: 3 years (Required) 
• Bachelor’s degree preferred  
• Property and Casualty, or other insurance designations are desirable. 
• This job can be remote within Florida, with occasional travel to Tampa, FL headquarters* 

Travel: Minimum, as required. 

ADA: The above statements cover what are generally believed to be the principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of job duties. 

Job Type: Full-time 

Benefits

• 401(k)
• Dental insurance
• Health insurance
• STD/LTD
• Life Insurance
• Paid time off
• Vision insurance
• Referral Program
• Tuition Reimbursement

Schedule: 

• Monday to Friday