Customer Service Supervisor

October 23

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California FAIR Plan Association

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Basic Dwelling Insurance and Fire insurance

51 - 200

Description

• The Customer Service Supervisor will oversee and assess staff activities to achieve optimal service levels. • Serve as a training resource for the department and assist in monitoring daily work and call quality. • Identify performance opportunities and training needs for staff with an eye for continuous improvement. • Hire, train, coach, and lead CSRs while managing the Customer Service Department alongside the manager. • Monitor call queues and ensure high-level service while handling escalated calls. • Provide weekly reports on customer service metrics with recommended actions and conduct quality call audits.

Requirements

• 3 years of Customer Service supervisory experience preferred. • College degree is preferred. • 3 years of Insurance experience preferred. • Working experience with MS-Office (advanced Microsoft Excel skills -pivot tables, charts, data validation). • IVR management skills • CCaaS experience management skills • Excellent written and verbal communication skills