Customer Service Manager

March 8

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

💵 $100k - $105k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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California FAIR Plan Association

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California FAIR Plan Association is an insurance organization that provides basic fire insurance coverage for high-risk properties in California when traditional insurance companies will not offer coverage. The FAIR Plan includes dwelling coverage for owner- or tenant-occupied dwellings with up to four family units, as well as commercial coverage for business-owned buildings. They also offer earthquake insurance through the California Earthquake Authority. The organization helps Californians access necessary fire insurance via licensed brokers and is essentially a temporary insurance solution when coverage is unavailable from traditional insurers.

Basic Dwelling Insurance and Fire insurance

51 - 200 employees

Founded 1968

📋 Description

• We are seeking a highly motivated and experienced Manager of Customer Service to lead our customer service team. • Ensure exceptional customer experiences, optimize call center performance, and drive continuous improvement. • Develop, implement, and maintain Customer Service standards, methodologies, and best practices. • Manage and lead a team of supervisors within the Customer Service Department. • Utilize prior experience with CCaaS platforms to optimize call center operations. • Coordinate quality call audits and provide constructive feedback to CSRs. • Handle and resolve escalated customer calls to satisfactory conclusions. • Provide weekly reports to management on call center metrics.

🎯 Requirements

• Bachelor’s degree preferred. • 5 years of Customer Service leadership / management experience preferred. • Proven leadership experience in customer service or call center management. • Demonstrated experience working with Call Center as a Service (CCaaS) platforms (e.g., Dialpad, IVR systems, AWS Connect, Five9). • Strong analytical skills with the ability to interpret data and generate actionable insights. • Proficiency in Microsoft Excel for data analysis and reporting. • Excellent communication, interpersonal, and problem-solving skills. • Ability to effectively train, coach, and motivate a team. • Ability to maintain a positive and professional demeanor in a fast-paced environment.