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Customer Service Supervisor 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
Location Ohio - Cleveland  
Category Customer Service  

Supervision, coaching and development of approximately fifteen customer servicerepresentatives. Interviews and selects personnel. Compiles and conducts performance appraisals and checkpoint meetings. Ensures service level, customer care, and productivity standards are met/exceeded. Identifies training needs and evaluates current training methods to maximize individual performance and unit flexibility. Researches and resolves escalated requests and or complaints from customers, etc. Provides regular communication to management regarding issues affecting the performance of the staff or customer satisfaction. Continuously considers process improvements. Handles administrative work; time cards, reports, spreadsheets, etc. Backs up unit personnel as needed. Manages projects. May assist with budget variances. Performs other duties as requested. Drives performance and retention through employee engagement. Promotes a work environment that provides a strong customer satisfaction focus and clear accountability as well as "once & done" processing. Identifies areas of opportunity in improving the customer experience; examine processes and procedures; perform root cause analysis on identified gaps and recommend solutions. Foster open and direct communication throughout unit. Partner with all other areas of the company to preserve the customer experience.

Position Requirements

Qualifications required for this position: Three to five years experience in insurance, preferably in a customer service leadership role. Candidate must be fluent in both Spanish and English. Experience coaching/developing employees to achieve/exceed performance goals. Outstanding interpersonal and leadership skills. Highly effective at managing change. A process improvement expert. Action oriented decision maker with problem solving skills. Intermediate Microsoft Office Skills (Word, Excel, and PowerPoint), above average math skills. College degree or equivalent work experience.

Qualifications desired for this position: P & C experience. Experience using call center software. Project management experience. Ability to identify and implement best practices. Microsoft Project and Visio skills.

About the Organization National General Insurance is one of the largest automobile insurers in the United States. National General Insurance offers a variety of property and casualty products, including personal auto, RV, motorcycle, commercial auto and homeowners insurance. With a nationwide network of claims professionals, local independent agents and a 24-hour, toll-free claims hotline available 365 days a year, National General Insurance provides superior claims service for its customers.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ company match
• Company Paid Holidays
• Generous Time-off policy
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• Subsidized parking (Downtown Cleveland)
Req Number CUS-13-00009  

This position is currently not accepting applications.

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