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Customer Service Manager - Contact Center (Veterinary-Focused)
6 days agoWhat's your preference?
Job Description
- Req#: JR104004
Employer Industry: Insurance Wholesaling
Why consider this job opportunity:
- Salary up to $74,000 annually
- Opportunity for career advancement and growth within the organization
- Supportive and collaborative work environment
- Chance to lead a team and drive service improvements in customer support operations
- Recognized as a Great Place to Work® for two consecutive years
What to Expect (Job Responsibilities):
- Monitor key performance indicators (KPIs) and service levels of the customer service team to ensure client service levels are met or exceeded
- Coach, train, and mentor Team Leads to foster long-term growth and strengthen staffing retention
- Manage the contact center to ensure inbound calls are handled according to service level agreements
- Conduct quality control activities and analyze customer service metrics for improvement opportunities
- Prepare regular performance reports for senior management with data-driven recommendations
What is Required (Qualifications):
- Bachelor's degree in Business Management, Administration, or a related field preferred
- 5+ years of experience in customer service with a minimum of 2 years in a management role
- Experience in insurance, healthcare, or veterinary reception is a strong advantage
- Strong communication and problem-solving skills with the ability to interface effectively at all organizational levels
- Proficiency in customer service software and reporting tools, with Five9 experience preferred
How to Stand Out (Preferred Qualifications):
- Property & Casualty insurance license or ability to obtain
- Strong leadership, team management, and staff development skills in a fast-paced call center environment
- Ability to drive process improvements and foster a customer-focused culture
#Insurance #CustomerService #Leadership #CareerGrowth #GreatPlaceToWork
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