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Risk Strategies Company · 2 months ago

Customer Service Supervisor - Veterinary & Association Programs (Veterinary-Focused)

United States

Full-time

Remote

Mid, Senior Level

$52K/yr - $52K/yr

5+ years exp

Risk Strategies Company is a leading insurance wholesaler and program manager, and they are seeking a Customer Service Supervisor for Veterinary & Association Programs. This role is responsible for overseeing the daily operations of the customer service team, ensuring high service levels, and leading team members to deliver exceptional service and efficiency.

ConsultingFinanceFinancial ServicesInsuranceInsurTech

Responsibilities

Supervise, train, coach, and provide leadership and guidance to the customer service team

Review and approve time-off requests and bi-weekly timecards

Establish, monitor, and support performance goals, individual development plans, and career growth opportunities

Lead meaningful performance development activities that align with each team member’s motivating factors

Monitor and report on activity, production output, and service levels

Ensure monthly adherence to Service Level Agreements (SLAs) and key performance metrics

Review survey and feedback responses and take appropriate follow-up actions, which may include contacting members, updating training materials, or conducting interactive coaching

Oversee operational activities of the team and recommend process improvements to increase efficiency and customer satisfaction

Partner with Workforce Management to manage forecasting, scheduling, and coverage to ensure optimal service delivery

Conduct quality assurance (QA) reviews, participate in calibration sessions, and provide documented coaching to improve agent performance and consistency

Analyze contact data to identify root causes of repeat or misrouted calls, recommend workflow improvements, and coordinate implementation with stakeholders

Collaborate with IT, product, and telephony teams to optimize Five9 call flows, routing, and automations that improve efficiency and the customer experience

Serve as an operational liaison for new technology releases, system enhancements, and process changes — assist with UAT, agent training, and post-implementation reviews

Ensure ongoing HIPAA compliance and take proactive steps to protect Protected Health Information (PHI)

Promote employee engagement and wellness through recognition, meaningful 1:1s, and effective communication — especially within virtual or hybrid teams

Qualification

Customer service supervisionLife & Health insurance licenseInsurance industry experienceVeterinary workflows knowledgeCoachingTrainingPerformance managementQuality assuranceProcess improvementEmployee engagementTeam leadership

Required

Bachelor's degree in Business Management, Administration, or a related field

Five or more years of insurance industry experience, preferably in a customer service environment

Prior supervisory or team lead experience

Life & Health insurance license or the ability to obtain within 60 days of hire

Preferred

Candidates with exposure to the veterinary space—such as veterinary assistants, vet techs, or similar roles—are a plus

Familiarity with veterinary workflows or member interactions in animal health is beneficial but not required

Company

Risk Strategies Company

RSC is an insurance brokerage firm that offers employee benefits, consulting, financial, and wealth management solutions. It is a sub-organization of Accession Risk Management Group.

Founded in 1997

Boston, Massachusetts, USA

5001-10000 employees