RESPONSIBILITIES & KEY OBJECTIVES:
Manages and directs the customer and sales/service teams to meet, and where possible, exceed
the sales support and customer service expectations of both internal and external customers by
performing the following duties:
•Supervises and coordinates the activities of the sales/service teams. Recommends personnel
actions such as retention, promotion, transfers, or dismissal.
•Proactively manages budget and performance evaluation process.
•Assists AVP-Service in developing service performance metrics and quality program. Manages
sales/service teams to meet/exceed established standards while improving team efficiency.
•Assists AVP-Service in developing, coordinating and implementing training and employee
development programs (product, systems, etc.) for new and existing staff.
•Collaborates with Service Manager II and AVP-Sales to ensure sales goals achieved and service
performance exceeds member expectations.
•Conducts second interviews on job applicants and makes referrals for hiring.
•Assigns duties to team and schedules work hours and vacations.
•Trains team in company policies, departmental procedures and job duties.
•Handles conflict resolution among employees and resolves differences.
•Assists sale/service teams with resolutions of difficult member problems and difficult
•Performs other duties as required.
•Bachelor's degree required or five to seven years experience in the insurance industry and/or
training; or equivalent combination of education and experience.
•Active P/C and Life/Health Agent's licenses required.
•Minimum of three to five years experience of managing in a customer service center
environment and insurance industry.
•Experienced in team building, development and management.
•Strong organizational and problem solving skills.
KNOWLEDGE, SKILLS AND ABILITIES:
•Thorough knowledge of insurance forms and service processes – Property & Casualty and
Workers’ Compensation or Life, Health, Disability, AD&D, and LTC.
•Requires excellent interpersonal, verbal, written communication and mathematical skills.
•Must possess strong analytical, organizational, and leadership skills.
•Must be able to perform job duties independently, exercising good judgment and
•Must demonstrate diplomacy and tact while interacting with all levels within and outside of
•Requires computer skills, including the ability to operate Windows/Microsoft-Outlook, Word,
Excel and Power Point.
•Requires knowledge of agency management/customer data base systems.
•Ability to travel 10% of time.