Pets Best Insurance Services, LLC · 22 hours ago
Supervisor, Customer Service Contact Center
United States
Full-time
Remote
Entry, Mid Level
2+ years expPets Best Insurance Services, LLC is a corporate holding company managing various pet health brands and services. They are seeking a Supervisor for their Customer Service team to lead, coach, and develop non-exempt employees, ensuring a positive and productive work culture that contributes to business growth.
Insurance
Responsibilities
Responsible for being a liaison between employees and AVP Customer Care
Receives direction from AVP Customer Care to ensure metrics are being met
Provides guidance around daily direction and communication to employees so that responsibilities are completed in a timely, efficient and knowledgeable manner
Receives direction from AVP Customer Care to provide performance feedback, process confirmation, and coaching on a regular basis to each team member
Ensures employees have appropriate training and other resources to perform their jobs
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
Works with AVP Customer Care to address disciplinary and/or performance problems according to company policy
Assists the VP and AVP Customer Care with daily operations to include the development, analyses and implementation of staffing, training, corrective action, scheduling and reward/recognition programs
Works as a member/leader of special or ongoing projects that are important to area/process improvement
Shares continual responsibility for deciding how to manage the employees, ensuring calls and other duties are handled efficiently and effectively
Works with AVP Customer Care to establish work procedures and processes that support the company and departmental standards, procedures and strategic directives
Uses appropriate judgment in upward communication regarding department or employee concerns
Assists with incoming Customer Care phone calls or other Customer Care duties as needed
Able to handle customer care escalation calls and requests to speak with a supervisor
Performs other duties as assigned
Qualification
Required
2+ years' experience in call center leadership
Minimum 2 years' experience with performance coaching
Ability to obtain Property and Casualty insurance licensing within 60 days employment
High integrity & ability to handle confidential information
Creativity and high energy level
Experience with Microsoft Suite including: Word, Excel, PowerPoint, and Outlook or other comparable software
Demonstrated effective leadership skills & experience leading teams
Proven ability to lead and manage multiple projects through to completion with minimal supervision
Excellent verbal/written communication skills
Excellent organization, prioritization, time management skills
Demonstrated ability to handle multiple priorities
Ability to work with multiple levels of management internally and with customers (or clients)
High integrity & ability to handle confidential information
Preferred
Bachelor's degree preferred
Benefits
Comprehensive full medical, dental and vision Insurance
Basic Life Insurance at no cost to the employee
Company paid short-term and long-term disability
12 weeks of 100% paid Parental Leave
Health Savings Account (HSA)
Flexible Spending Accounts (FSA)
Retirement savings plan
Personal Paid Time Off
Paid holidays and company-wide Wellness Day off
Paid time off to volunteer at nonprofit organizations
Pet friendly office environment
Commuter Benefits
Group Pet Insurance
On the job training and skills development
Employee Assistance Program (EAP)
Company
Pets Best Insurance Services, LLC
Pets Best provides peace of mind and financial relief for owners of pets who need veterinary care. We are always accessible to our policyholders.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Dr Robin Downing
Knowledge Partner & Advocate
Jack Stephens D.V.M.
Founder
Recent News
Company data provided by crunchbase