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Jewelers Mutual Group · 1 day ago

Customer Care Manager

Neenah, Wisconsin, United States

Full-time

Onsite

Senior Level

7+ years exp

Jewelers Mutual Group is committed to supporting the jewelry industry and putting customers at the center of everything they do. The Customer Care Manager provides leadership to the Personal Lines Customer Care teams, ensuring the delivery of key metrics and oversight of processes to meet departmental KPIs while balancing customer and business needs.

Financial ServicesInsuranceJewelryManufacturing

Comp. & Benefits

Responsibilities

Embraces change, leads by example, maintains a positive work environment and a learning enriched culture

Reviews processes and procedures to create efficiencies and eliminate unnecessary steps that impact the customer experience

Drives development and implementation of initiatives that improve the customer experience, increase employee satisfaction, empower employees to advocate on behalf of our customers, and promote collaboration and teamwork

Keeps current with customer expectations, technology, and best in class processes to raise the tide of the jewelry industry and customer contact centers

Reviews and discusses quality trends and metrics with the QA team to ensure staff development and customer service goals are being met and are supporting Company Goals

Oversees day to day staffing to meet work volume. Anticipates and plans for events that will affect work volume and response time

Drives a metric based culture that is focused on continuous improvement and appropriate incentives/responsibilities to achieve the goals of the organization, the Customer Care department, and the individual

Prepares and delivers meaningful, accurate and effective quarterly and annual performance reviews of direct reports

The success of Customer Care is dependent on the ability of this role to collaborate amongst leaders

Carries out leadership responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Qualification

Customer Experience ImprovementPerformance Metrics ManagementLeadershipMicrosoft Suite ProficiencyCRM ExperienceInsurance KnowledgeCollaborationTeamworkAdaptability

Required

Bachelor's degree and 7 years of related experience required

An equivalent combination of education and/or experience may be considered

Proficiency in Microsoft suite applications including Word, Excel, Outlook and PowerPoint

Property/Casualty Insurance Agents License from the state of Wisconsin OR ability to obtain within 4 months. Continuing education as required to maintain license

Prolonged periods sitting at a desk and working on a computer

Occasionally required to stand; walk; use hands to finger, handle, or touch objects or controls; and talk or hear