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Brown & Brown · 2 days ago

Service Operations Supervisor

Vero Beach, FL, USA

Full-time

Hybrid

Mid Level

3+ years exp

Brown & Brown is a company focused on rewarding self-starters and providing excellent customer service. The Service Operations Supervisor will lead the Service Operations Team, ensuring that service, production, and quality goals are met while developing teammates and optimizing workflows.

Insurance

Responsibilities

Resolve customer issues and inquiries promptly

Motivate, resolve conflict, coach, and develop teammates

Monitor and assign work based on the volume of phone and processing activity, to optimize staffing

Ensure service level standards are met for processing and phone calls

Provide weekly and monthly reporting of team KPI’s, metrics, and work assignments

Collaborate with Team Leads and other Operations leaders to optimize workflows and workload, including processing, email, chat, phone, and special assignments as needed

Ensure compliance with state and carrier requirements and documentation standards

Assist Accounting teammates in finding and correcting carrier discrepancies and reconciliations

Partners with other departments and agents to resolve issues and address needs

Support the Compliance team in reviewing documentation and transactions to verify compliance with regulations and respond to complaints or audits

Audit teammate transactions to ensure accuracy of customer and policy files, including phone call and processing quality

Create and revise Process Guides for processing tasks, phone calls, chats, emails, and any other work type performed. Conduct & document regular performance feedback sessions with team members

Coordinate new employee training and the onboarding process

Ensure that new Service Operations teammates have proper orientation and onboarding

Manage teammate performance and development by providing constructive and regular performance reviews

Handle performance management of teammates in accordance with company policy

Monitor productivity volume, service standards and accuracy for their teammates and the business that they support

Implement process improvements and innovation to continually improve the activities the Operations team supports

Ensure proper documentation of processes and procedures for all internal functions and services delivered

Qualification

Service industry experienceLeadership experienceEmotional intelligenceMicrosoft OfficeInsurance underwriting knowledgeSalesforce experienceTyping 50+ wpmData processing knowledge

Required

An accessible and responsive approach with teammates

High School diploma or equivalent. Associates degree or higher preferred

At least 3 plus years of service industry experience

Experience leading or managing others

Exhibits high emotional intelligence through active listening, empathy, and adaptability in dynamic team environments. Aptitude to learn multiple computer systems

Aptitude to learn a large volume of insurance underwriting concepts

Proficiency with Microsoft Office Package (Excel, Word, Outlook)

Ability to work independently or in a team environment to achieve common goals

Knowledge of data processing capabilities and procedures

Preferred

Associates degree or higher preferred

Typing 50+ wpm preferred

General knowledge of standard insurance concepts, underwriting practices, and procedures

Experience using the Salesforce platform

Actively work towards obtaining relevant certifications and licenses (such as FL 2-20 license or the equivalent non-Florida resident state equivalent Property & Casualty license)