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Customer Service Manager

US-KS-Overland Park
Division
Auto & Home

Overview

The Customer Service Manager will support the Auto & Home business by overseeing the Customer Service and Retention departments. This position has key responsibility for the customer experience and back-office processing as well as metrics for client and policy retention. The Customer Service Manager needs to be able to interact with people from other departments and communicate effectively with them regarding issues related to service, retention, and the team’s overall workflow. The position will assist service representatives, retention specialists, and agents to effectively communicate and resolve any issues that arise. Duties would include, but are not limited to, driving key performance indicators set forth, managing, training, coaching, and development in order to ensure the team most effectively services our clients and maximizes the number of in-force policies. Finally, the manager will leverage many competencies such as: verbal communication, overcoming objections, attention to detail, and a drive to be successful.

Responsibilities

  • Manage to key operational metrics that drive performance for the Service and Retention departments
  • Ensure effective department productivity and communication
  • Effectively resolve any and all customer/carrier insurance issues
  • Oversee Service efforts for all products related to customer onboarding
  • Continuously identify ways to improve processes
  • Inform and make recommendations to senior management
  • Maintain effective relationships with carrier underwriting and admin staff 

Additional Responsibilities:

  • Help train new service and retention representatives on SQAH procedures and process
  • Internal cross-sell / up-sell program continuation and development for increased product share of wallet

Qualifications

  • Excellent troubleshooting and case investigation skills
  • Excellent oral and written communication skills
  • Strong organizational and time management skills
  • Ability to multi-task
  • Detail oriented
  • Strong interpersonal skills
  • Team player
  • Works well under pressure
  • Results driven
  • Strong computer skills
  • Ability to learn new software quickly

Training and Experience

  • Bachelor’s degree is preferred
  • At least 3 years of management/supervisor experience required
  • 2-3 years of experience in a production environment, specifically client management
  • 5+ years background experience in insurance preferred

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