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Customer Service Supervisor

Company: Plymouth Rock Assurance
Location: Boston
Posted on: April 11, 2021

Job Description:

Plymouth Rock Assurance is looking to fill two full-time Customer Service Supervisor openings for Home and Auto groups. Both will be based out of our Boston, South Station office location. The Supervisor needs to be able to both manage a team, the change management process and create and implement meaningful process improvements. The Supervisor will be involved in primarily the auto, motorcycle and home lines of businesses and in many cases may represent the Director or Vice President of the Customer Solutions Center. Responsibilities:

  • Hire, coach and train personnel.
  • Develop staff through real-time feedback, performance management, quality assurance and ongoing training.
  • Identify key issues from Call Reports and Customer Surveys and implement process for communicating, tracking, and resolving root cause.
  • Become subject matter experts of department procedures, guidelines and provide feedback and input into potential enhancements.
  • Become a subject matter expert on Products, Rating and Quoting and become a training resources for Win Rater.
  • Become a subject expert and training resources on all legacy applications/systems.
  • Estimate the resources requirements, monitor team production and ensure success with department standards.
  • Leverage Workforce Management applications intraday to manage and plan resources.
  • Delegate tasks and responsibilities to appropriate personnel.
  • Develop and deliver progress reports, requirements documentation and presentations as required.
  • Be available and approachable to address thoughtfully escalated issues, complaints, questions and inquiries.
  • Special projects as assigned. Knowledge, Skills, and Abilities Required:
    • Excellent organizational and communication skills.
    • Advanced interpersonal skills and social intelligence
    • Exceptional analytical, critical thinking and problem solving skills.
    • Strong knowledge of customer care techniques and processes.
    • Excellent written and oral communication skills.
    • Ability to multitask and work under pressure.
    • Project Leadership skills.
    • Planning, organizing and problem solving skills.
    • Sound knowledge of Microsoft Office. Education & Experience:
      • The ideal candidate will possess 5+ years of relevant experience.
      • Personal Lines Auto (MA, NH, and CT) and Home (MA, NH and CT) experience preferred.
      • P&C License preferred. Benefits: About Plymouth Rock
        Plymouth Rock is a leading auto insurance provider serving more than 650,000 customers across New York, Connecticut, Massachusetts, New Jersey and New Hampshire. Tapping into its 30+ years of industry experience, Plymouth Rock has pioneered a new way to do car insurance for consumers. Combining the local knowledge and expertise of independent agents, with the power and ease of doing business online, Plymouth Rock has changed the insurance lifecycle by giving consumers choice - to do business the way they want.

        Plymouth Rock is headquartered across from South Station in Downtown Boston, with offices across New England, New York and New Jersey. With more than $1 billion in premiums underwritten and serviced, the Plymouth Rock Group employs over 1,500 people and writes insurance through 800+ independent agents. Plymouth Rock Assurance Corporation holds an A.M. Best rating of "A-/Excellent.

Keywords: Plymouth Rock Assurance, Boston , Customer Service Supervisor, Hospitality & Tourism , Boston, Massachusetts

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