NYCM Insurance ยท 10 hours ago
Interaction Management Coach (Hybrid)
Edmeston, New York, United States
Full-time
Hybrid
Mid Level
$36K/yr - $52K/yr
4+ years expNYCM Insurance is focused on enhancing customer experiences and is seeking an Interaction Management Coach. The role involves coaching employees on customer interactions, establishing effective partnerships, and implementing best practices to improve service quality.
Financial ServicesReal Estate
Responsibilities
Coach divisional personnel regarding their interactions
Coach and collaborate customer facing personnel to ensure organizational consistency regarding interaction management quality standards with management guidance
Set and monitor objectives for staff including training with staff and direct supervisors
Train and communicate storyboarding organizationally
Assist in soft skills training programs
Set customer service performance goals and objectives for staff
Track score card information for performance reviews
Score card all channels of communication with all customers in the NYCM ecosystem
Run and analyze reports for performance metrics across divisions
Review text/speech analytics and provide feedback for coaching across divisions
Act as objective customer advocate throughout the organization
Facilitate outbound calls to customers as necessary
Actively listen to customers to identify areas of opportunity that meets our customer's needs
Attend meetings and seminars
Be available to work additional hours, as the business need dictates
Continue education and learning of current customer experience, quality assurance, and insurance trends
Qualification
Required
High School Diploma
4 years in a related field with previous position held in customer relationship management, interaction management, or quality assurance coaching
Working knowledge and training in cross-functional roles and empowered to provide customers with assistance in all areas of the business
Strong coaching skills with ability to identify potential in others
Excellent oral, active listening, and written communication skills
Ability to communicate organizationally at key moments throughout the process
Intermediate level skills in Word, Excel, and Power Point
Time management, organizational, keen attention to detail, and prioritization skills
Critical thinking
Service orientation
Ability to work both independently and within a team with minimal direct supervision
Ability to handle stress professionally, calmly, and effectively
Positive and professional attitude
Company
NYCM Insurance
NYCM Insurance is a property and casualty insurance carrier that has been providing coverage to residents and businesses in New York since 1899.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Cheryl Robinson
Chief Executive Officer
Company data provided by crunchbase