Customer Care Team Supervisor

Job Description

We are Farmers! 
Join a team of diverse professionals at Farmers to acquire skills on the job and apply your learned knowledge to future roles at Farmers. Farmers Insurance also offers extensive training opportunities through the award winning University of Farmers named by Training magazine amongst top 10 corporate training units in the world.

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Job Summary 
Our Customer Care Team Supervisor oversees assigned team members to maximize positive customer experience for both internal and external customers by identifying, understanding, and resolving inquiries, Focuses on risk acceptability guidelines and favorable profitable business results. Leads assigned team members to maximize team performance and company 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. 
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 (e.g., 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 insurance / 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 billing products, complex underwriting and policy processing. 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. 
Physical Actions 
Besides some sedentary work, job duties require some or all of the following physical activities: Standing, carrying/lifting up to 10 pounds, seeing and hearing, walking, reaching, pushing and pulling, and speaking, reading, and writing. 
Physical Environment 
Required job duties are normally performed in a climate-controlled office environment. 
Education Requirements 
High school diploma or equivalent required. Bachelor’s degree preferred. Completion of General Insurance Certificate. Actively pursuing CPCU or ARM.  
Experience Requirements 
Proven competency performing Sr. Service Consultant essential job function and special assignments. Experience in Service Operations support functions or other equivalent company experience. 
Special Skill Requirement 
  • Adapts communication style to audience. 
  • Uses communication to clarify, persuade and influence audience. 
  • Proven experience in leading a team to drive performance objectives
  • Inbound customer service/contact center experience preferable
  • Strong partnering and communications skills both oral and written
  • Proven ability to manage in a front-line environment
  • Strong strategic thinking skills and ability to perform creative problem solving and operating with imperfect information
  • Shows an expertise within the Microsoft Office suite
Farmers is an equal opportunity employer, committed to the strength of a diverse workforce. 
Schedule: Full-time

Job Posting: 03/31/2020