Supv Customer Service

<strong>We&rsquo;re motivated by the fact that educators take care of our children&rsquo;s future, and we believe they deserve someone to look after theirs. We help educators identify their financial goals and develop plans to achieve them. This includes insurance to protect what they have today and financial products to help them prepare for their future.</strong>

Addison TX

Horace Mann

<h4>We&rsquo;re motivated by the fact that educators take care of our children&rsquo;s future, and we believe they deserve someone to look after theirs.&nbsp; We help educators identify their financial goals and develop plans to achieve them.&nbsp; This includes insurance to protect what they have today and financial products to help them prepare for their future. Our tailored offerings include special rates and benefits for educators.</h4> https://boards.greenhouse.io/horacemannservicecorporation

keywords: position summary,management,leadership,teamwork,training,education,experience,communication,critical thinking,analysis,skills,technology

Worksite Prod & Ops

Overview: <br /> Customer Service Supervisor supports all customer-related issues in an effort to satisfy customers and maximize profits for the company. This position is in office in Addison, Texas. A summary of this position&rsquo;s requirements follows below:<br /> <ul> <li>Ability to effectively communicate including written and verbal skills.</li> <li>Listening skills required to interface with customers, vendors and employees within and outside the company.</li> <li>Ability to monitor the quality and performance of Customer Service Personnel and provide direction to ensure both individual and departmental objectives are met.</li> <li>Capability to ensure a service-oriented and professional working environment.</li> <li>Supervision of the performance of team members.</li> <li>Ability to executes necessary actions for employee motivation when required.</li> </ul>
Responsibilities: <ul> <li>Manages direct reports by providing coaching and feedback on performance, call monitoring, attendance tracking and schedule adherence.</li> <li>Resolves customer escalations/issues without further escalation by providing superior customer service and advanced problem-solving skills.</li> <li>Provides input on and conducts hiring, training and team meetings.</li> <li>Performs training of customer service personnel on company products, software, phone skills, departmental processes and procedures used in servicing customers.</li> <li>Supervises the activities of customer service functions to assure high levels of accuracy and effectiveness in all customer service transactions.</li> <li>Coaches and develops team members to obtain internal goals and follow processes/expectations.</li> <li>Works with the Customer Service Manager/Director and Human Resources Department to hire, manage and discharge personnel as needed.</li> <li>Develops procedures for the Customer Service Department as needed.</li> <li>Implements process improvements for the team; recognizes, evaluates and identifies areas for improvement; supports initiatives that are put in place company wide.</li> <li>Communicates with Sales, Marketing, Accounting and Operations Departments to keep them aware of significant events, issues and opportunities related to customers.</li> <li>Reports any trends and service patterns to the Customer Service Manager/Director in a timely manner.</li> <li>Responsible for taking phone calls from the general queue on an overflow basis.</li> <li>Ensures employees follow schedules properly as designed.</li> <li>Ad hoc responsibilities as assigned.</li> </ul>
Requirements: <p>The Customer Service Supervisor will possess the following knowledge, skills and abilities:</p> <ul> <li><em>Active Listening</em>: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.</li> <li><em>Speaking</em>: Talking to others to convey information effectively.</li> <li><em>Reading Comprehension</em>: Understanding context, written sentences and paragraphs in work related documents.</li> <li><em>Critical Thinking</em>: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.</li> <li><em>Time Management</em>: Managing one's own time and the time of others.</li> <li><em>Monitoring</em>: Monitoring/assessing performance of yourself, other individuals, and/or the organization to make improvements or take corrective action when needed.</li> <li><em>Interpersonal Skills</em>: Utilizing strong interpersonal relationship skills to communicate and motivate employees to achieve results while working with others.</li> <li><em>Problem Sensitivity</em>: The ability to tell when something is wrong or is likely to go wrong. This does not involve solving the problem, only recognizing there is a problem.</li> <li><em>Written Comprehension</em>: The ability to read and understand information and ideas presented in writing.</li> </ul> <p><strong><u>Job</u></strong><strong><u>&nbsp;</u></strong><strong><u>Requirements</u></strong></p> <ul> <li>High School Diploma or GED required.</li> <li>One to three years call center supervisory experience.</li> <li>Call center technology experience</li> <li>Life/health insurance industry experience preferred</li> <li>Computer skills and a working knowledge of the Microsoft Office Suite</li> <li>Superior analytical skills, strategic planning skills, verbal and written communication skills, interpersonal and teambuilding skills</li> <li>Ability to prioritize tasks, delegate to others, meet deadlines, organize and motivate a team.</li> </ul>