Client Manager - Team Lead

November 4

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Aardy

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InsurTech • Marketplace • Aggregation • Travel Insurance • Medicare

11 - 50 employees

🏪 Marketplace

💰 $150k Seed Round on 2015-05

Description

• Lead, motivate, and manage a team of contact center insurance agents to achieve performance targets and deliver exceptional customer service. • Monitor the Operations floor to ensure effective omnichannel coverage by managing team resources across phone, email, and chat. • Ensure adherence to company policies, procedures, and quality standards. • Send weekly detailed feedback and coaching based on quality assurance findings to help team members enhance their customer service skills and performance. • Handle and resolve customer escalations effectively, ensuring a positive customer experience. • Be a travel insurance subject matter expert, providing in-depth knowledge and support to the team. • Identify and resolve any issues within the team promptly and effectively. • Conduct regular performance reviews to evaluate individual and team achievements and set goals. • Provide training and development opportunities to enhance the skills and knowledge of team members. • Collaborate with other departments to ensure seamless operations and consistent customer experience. • Check timesheets and manage hourly employees to ensure accurate time tracking and adherence to schedules. • Maintain and coordinate with Aardy to ensure your insurance license is always valid. • Perform other duties as assigned to support the overall success of the contact center.

Requirements

• Valid Producer’s License with Line of Authority of Property Casualty (ideally with an expiration date 6 months or more in the future). • A minimum of three years of insurance sales experience is required, with a preference for candidates who have experience in travel insurance. • A minimum of one year of managerial experience with direct reports. • Coachable personality with a strong desire to learn and continuously improve. • Must have a strong command of the English language (verbal and written) as well as strong problem-solving skills and clear communication abilities. • Computer literate with the ability to navigate basic software programs such as Microsoft Office, Slack, Zoom, Salesforce, Email, Confluence, etc. • Must be a proactive self-starter with a strong attention to detail, capable of taking initiative, meeting deadlines, and working independently with minimal supervision. • Ability to quickly learn new systems, skills, and tasks to achieve proficiency in contact center software and tools. • Excellent time management skills with the ability to multi-task. • Must be able to work one weekend day as part of your weekly schedule and have a flexible schedule to provide coverage as needed.

Benefits

• Competitive Hourly Rate: $32.56 per hour (non-negotiable) • Promotion to Senior Team Leader (with pay raise) after satisfactory 18 consecutive months in the position. • 15 days (120 hours) of PTO per year. • 6 Paid Holidays. • Paid bereavement leave. • Equipment: PC + monitor, standard peripherals. • Retirement Plan: 401k safe harbor plan with up to a 6% company match. • ICHRA (Individual Coverage Health Reimbursement Arrangement). • Up to $550 per month for employee only and up to $750 for employee+dependent(s) • Peer Rewards: Bonusly platform. • Monthly Internet Stipend - $75. • Home Furniture Stipend - $500 upon successful completion of 90 days of employment.