Farmers Insurance Group
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Vestal,
NY
This position supervises the Work at Home Customer Care Representatives and Sales Agents. This position will work from a 21st Century Insurance office. Schedule for the position can be one of the following:
Mon, Tues, Wed, Sun 11am – 10pm EST
Mon, Tues, Wed, Thurs, Sun 12pm -9pm or 1pm -10pm EST
Responsibilities for this position include:
• Supervises customer care/sales staff to ensure performance standards and operating objectives are achieved.
• Monitors staff calls with customers to ensure quality service, accuracy and timeliness to determine training needed to meet performance standards and goals.
• Ensures staff development through continuous coaching and training.
• Researches, resolves and responds to escalated inquiries and complaints from customers, The Department of Insurance, internal departments and others.
• Executes quality program identifies quality trends and recommends process improvements and training needs to improve quality.
• Performs all duties inherent in a supervisory role. Interviews candidates for employment, provides input to/completes performance appraisals, and recommends hiring, promotions, salary actions, and as appropriate, disciplinary actions.
• Participates in special projects and performs other duties assigned.
Position Requirements
Supervise the Work at Home Customer Care Representatives and Sales Agents to ensure prompt and accurate delivery of customer service/sales and quality.
Preferred Skills and Abilities
Preferred Skills and Abilities
Physical Actions
n/a
Physical Environment
Call Center
Education Requirements
Bachelor’s degree or equivalent combination of education and experience
Experience Requirements
Two (2) or more years of progressively more responsible positions in Customer Care/Sales or Claims and two (2) or more years experience in a Team Leader role.
Special Skills Requirements
• Working knowledge of Sales/Service methods and procedures and general business operations of 21st Century Insurance sufficient to integrate the activities of the department with other functions.
• Working knowledge of P&C personal lines products.
• Demonstrated project management skills.
• Demonstrated verbal, written and interpersonal communication skills, leadership and motivational skills in a team environment, performance management, time management and conflict resolution.
• P&C license required.
• Working knowledge of Word, Excel, IEX and DRC.
Vestal, NY
Vestal, New York
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