California FAIR Plan Association

Compensation

Full Description

POSITION SUMMARY The Customer Service Supervisor will work in alignment with the department manager to foster an environment of World Class Service by overseeing and assessing staff activities to achieve optimal service level objectives. This person will serve as a training resource for the department, assist in monitoring the department’s daily work and the overall quality of the CSR’s phone calls. The Customer Service Supervisor should be keen on identifying performance opportunities and training needs for all staff with an eye for continuous improvement. The supervisor will take part in hiring, training, and CSR development. PRINCIPAL DUTIES & RESPONSIBILITIES · Evaluates, coaches, and leads CSR’S in accordance with customer service processes and procedures. Assist the Customer Service Manager to manage and lead the Customer Service Department. Hire, train, coach, and lead CRSs. Train new CSRs on the systems, policies, processes, and procedures. Perform real time monitoring of call queues, ensuring high level service and responding to unfavorable call trends. Monitor the amount of time that CSRs are offline each hour and maximize desirable ASA trends. Handle and resolve escalated calls to reasonable conclusions. Answer staff questions, provide direction, diffuse situations and handle issues that cannot be fielded by staff. Provide weekly reports to management on customer service metrics with recommended actions. Maintain the customer service team schedule, attendance records, and assist in payroll. Conduct quality call audits and provide feedback to CSRs. Ensure staff members are achieving desired service levels requirements, inspire/motivate staff, and initiate performance management steps when needed. Prepare reports by analyzing call center data to improve processes. Performs additional duties or special projects as assigned. Adhere to Federal and State laws and regulation. Any other duties needed to help fulfill the Association’s mission, abide by the Association’s values and fulfill the Association’s Strategic Objectives. Education & Experience The individual must meet the following 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