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Sentry · 1 day ago

Customer Service Supervisor

Nashville, TN

Full-time

Hybrid

Mid, Senior Level

$62K/yr - $93K/yr

Sentry is a leading mutual insurance company in the United States, and they are currently seeking a Customer Service Supervisor to provide leadership and ensure efficient service for policy-related inquiries. The role involves managing customer and agent issues, monitoring performance metrics, and implementing departmental strategies for service improvement.

Insurance

Responsibilities

Create a collaborative, performance-driven work environment by facilitating and fostering trust, transparency, and inclusion. Works with team members to set clear goals, provide feedback, perform performance assessments, and support on-going development

Lead with influence and expertise. Actively contributes to division or department leadership team. Communicates and supports organization mission, vision, values, policies, and practices

Manage and ensures resolution of escalated customer and agent issues

Ensure adherence to state laws, regulations and company policy

Monitor queues continuously to evaluate volume of calls waiting, number of incoming calls, wait times and allocating resources to ensure desired customer service level

Oversee the development and implementation of schedule strategies to adjust resources

Analyze and report department's performance, manages contingency plan and identifies and initiates opportunities to improve performance. Evaluates phone system and phone call volume for consistency, accuracy, and timeliness of response

Manage the activities to identify the needs for new and revised policies and procedures including recommending new tools, techniques and technologies to streamline and enhance the execution of processes

Oversee and ensure effective auditing coordination and reporting for processing. Oversees the implementation and coordination of training for processing operational staff on new policies and procedures/processes

Qualification

Customer-driven solutionsProcess improvementContact center knowledgeLeadership experienceCommunication skills

Required

Demonstrated experience providing customer-driven solutions, support or service

Solid knowledge of process improvement, customer value concepts, processes and behaviors

Extensive knowledge of contact centers, policy processing or similar insurance processing environment

Demonstrated effective leadership experience with people or projects

Demonstrated communication skills

Preferred

Prior experience with leading direct reports highly preferred

Benefits

Flexibility through a scheduled Hybrid work model

In-office workspace and materials for your home office

Meal Subsidy available for associates who report to an office

401(K) plan with a dollar-for-dollar match on your first eight percent, plus immediate vesting

Tuition Reimbursement program

Generous Paid-Time Off plan

Volunteer-Time off

Group Medical, Dental, Vision, Life insurance, Parental leave, and our Health and Wellness benefits

Well-being and Employee Assistance programs

Sentry Foundation gift matching program

Company

Sentry

Glassdoor3.5

In 1904, members of the Wisconsin Retail Hardware Association founded their own insurance company—one built on mutual support, shared strength, and a commitment to service.

Founded in 1904