Customer Service Supervisor
Colibri GroupSalary not specified
Full Time
Mid-level (3 to 4 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
InsuranceIndustries
Requirements
- High school diploma/GED required
- 4-year degree or equivalent work experience preferred
- Knowledge of all duties of Customer Care Specialist and Sr. Customer Care Specialist positions
- Strong computer skills (ability to create, edit, and analyze spreadsheets)
- Advanced skills in effective listening and communication (verbal/written) with internal and external personnel/customers/clients
- SME for Customer Care procedures, call processing, and soft skill techniques
- Strong attention to detail
- Proven ability to successfully prioritize and plan to meet goals
- Demonstrates leadership skills
- Works well in a fast-paced/high stress environment
- Ability to easily adapt to change and encourage others to do the same
- Works well in team environment and as an individual contributor
- Expert skills in thinking outside the box to resolve complex/escalated problems
- Ability to effectively relay accurate and detailed information via inbound/outbound telephone calls, team meetings, training sessions, and to clients
- 3 years customer service experience in insurance, banking, finance, mortgage lending, or related field (helpful)
- 2 years demonstrated leadership experience (helpful)
Responsibilities
- Lead, organize, motivate, and coordinate day-to-day workflow activities of associates performing Customer Care Specialist or Sr. Customer Care Specialist duties to ensure deadlines/SLAs are met
- Act as SME for department to answer procedural questions and assist in resolving complex or escalated issues
- Assist with inbound/outbound activity and/or assigned projects
- Ensure cooperation and coordination with other departments
- Utilize knowledge of team, procedures, trending, and call center reporting to recommend process improvements and efficiency gains
- Work in multi-client/functional environment
- Assist in developing revised standards and methods
- Handle highly escalated supervisory-type calls and other temporary assignments
- Mentor team based on low production or quality results
- Oversee training of new hires and associate cross-training initiatives, including creation and facilitation of training as needed
- Availability for overtime and/or Saturday hours as required
Skills
Customer Service
Call Center Management
Team Leadership
SLA Management
Process Improvement
Training Facilitation
Escalation Handling
Call Center Reporting
Troubleshooting
Mentoring
Assurant
Provides risk management and insurance solutions
About Assurant
Assurant provides risk management solutions that focus on protecting major consumer purchases, particularly in mobile devices, electronics, and smart technology. The company offers insurance products and extended service contracts that help consumers safeguard their investments in high-value items. When a product is damaged or malfunctions, Assurant also provides repair services to restore it efficiently. This approach helps clients minimize financial losses from unexpected events. Assurant generates revenue through the sale of insurance policies, service contracts, and repair services. Unlike many competitors, Assurant emphasizes diversity, equity, and inclusion within its corporate culture, which enhances its ability to serve a diverse customer base. The company's goal is to support consumers and businesses in maintaining their day-to-day operations while protecting their investments.
New York City, New YorkHeadquarters
1892Year Founded
IPOCompany Stage
Financial Services, Consumer GoodsIndustries
10,001+Employees
Benefits
Health Insurance
Hybrid Work Options
Professional Development Budget
Risks
Integration challenges from acquiring iSmash may affect operational efficiency.
Regulatory scrutiny from acquiring American Lease Insurance could pose compliance challenges.
Cultural clashes from acquiring American Financial & Automotive Services may impact operations.
Differentiation
Assurant specializes in risk management for mobile devices and electronics globally.
The company offers insurance, service contracts, and repair services for high-value items.
Assurant's DEI commitment fosters innovation and enhances customer understanding.
Upsides
Increased demand for mobile device insurance due to remote work trends.
5G expansion drives demand for new devices and related insurance products.
Acquisition of iSmash enhances Assurant's tech repair service capabilities.
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