Customer Care Supervisor

Job Summary

Do you thrive on building meaningful connections and delivering exceptional customer experiences? Are you a natural leader who inspires teams to exceed expectations? If so, this opportunity is calling your name. Join us and lead a high-performing team where your passion for service and leadership truly makes a difference. 

• This role sits within the Service Operations line of business and is not aligned to a specific brand. Inviduals will be aligned to a specific brand within Service Operations at a later date post hiring. 
• Supervises assigned team of representatives to deliver pristine customer experiences through timely inquiry resolution. Deliver real-time, individualized coaching to improve representative and team performance in support of company goals. 
• Focuses on risk acceptability guidelines and favorable profitable business results.
• Effectively communicate company strategies related to products and philosophies to team members and monitors team’s understanding.
• Maintains risk selection and financial control integrity by reviewing and analyzing individual team member performance.
• Inspires, develops and mentors assigned team members, and employees in other units as requested.

Hours of Operation:
This role will work non-standard hours, which includes nights and weekends.

Licensing:
This role will require P&C licensing post hire if the individual does not possess the license.

Hybrid/Remote:
If an individual is located within 50 miles of a hub location, they will be required to work a hybrid schedule.
Applicants beyond fifty (50) miles may still be considered. 

Essential Job Functions

• Monitors all aspects of team performance, including but not limited to, customer experience, work product quality, efficiency, and compliance with established company and regulatory guidelines.
• Creates and implements plans to constantly improve team performance and develop individual team member skill sets.
• Accountable for ensuring team members meet individual and team performance goals.
• Responsible for regularly communicating individual performance to each team member and providing team performance information to assigned Manager or Director.
• Interacts with and responds to customer inquiries as requested.
• Partners with other leaders (within and across sites) to develop, pilot and execute improvements (example, process, quality, defect reduction, lead special projects).
• Maintains thorough, up-to-date, working knowledge of established procedures, methods, contractual provisions, and regulatory requirements.
• Continues to build personal skill set by participating in in-house or outside in surance / industry-related courses / seminars as deemed necessary to expand product / system/ process knowledge.
• Understands, supports, and advocates organization’s overall strategy.
• Models, promotes and advocates Farmers core values. 
• Performs other duties as assigned.

• CORE COMPETENCIES:

  • Business Results – sets the standard for individual performance, metrics and goals while contributing to the overall success of the department.
  • Innovation – identifies, suggests and contributes to innovative process changes to support business practices and organizational strategy.
  • Communication- adapts communication style to audience. Uses communication to clarify, persuade and influence audience.
  • Job Knowledge- advanced understanding of contact center processes and customer needs.
  • Team Work- seeks and accepts feedback to/from others to reach full potential and achieve company goals. Looks for opportunities to improve individual and company performance by identifying and implementing best practices.
  • Leadership- Pursues informal and formal opportunities to inspire, develop and mentor other employees.

Education Requirements

• High School Diploma or equivalent required.
• Bachelor's degree preferred.

Experience Requirements

• Experience working as a Supervisor within a P&C Insurance Call Center highly preferred.
• Ability to work under pressure in a fast-paced and complex environment.
• Related experience in a senior service support role required.

Physical Actions