Customer Service - Customer Service Manager
When you're a part of the Chesapeake Employers family, your contributions will impact the lives of working people all across Maryland. We believe in treating people with the respect, care, and dignity they deserve. If you would like to work for an organization that strives to do the right thing for its customers, employees, and communities, consider joining Chesapeake Employers and growing your career with Maryland's largest writer of workers' compensation insurance.POSITION SUMMARY: Supervises Customer Service staff in accordance with Company and Departmental performance and quality assurance standards. Monitors and directs Customer Service operations including oversight of staff training and development, performance and call management. DUTIES AND RESPONSIBILITIES: - Supervises, develops and monitors the Customer Service staff. - Coaches staff through real-time call monitoring - Assess staff performance through call recording and screen capture. - Performs staff audits and recommends appropriate actions to the CAO including progressive discipline or termination in accordance with Company policies and procedures. - Prepares support staff performance agreements and evaluations. - Ensures that data entry and technical functions are performed in an accurate, thorough and timely manner and in compliance with Company and Departmental procedures. - Takes prompt action to resolve all complaints and irregularities. - Keeps the CAO informed of any and all matters requiring their attention regarding quality, productivity, performance and other operational issues. - Compiles, summarizes and maintains departmental reports and spreadsheets. - Brings system issues affecting the Customer Service and Chesapeake enterprise to the attention of the appropriate IS personnel. - Interviews and recommends candidates for employment and assure that they receive proper orientation and training. - Other duties as assigned. - Participate in Customer Service strategic planning process and implementation - Lead initiatives for Customer Service incentive and quality assurance programs SKILLS, EDUCATION AND EXPERIENCE: - Bachelor's Degree and 4-6 years P/C insurance industry experience required. - 5-7 years customer service experience. - WCP or equivalent required. - Prior supervisory experience in a Customer Service environment required - Advanced level of PC skills, including demonstrable strong working knowledge of Word, Excel and preferably PowerPoint. - Expertise in customer service management systems/applications required. - Excellent interpersonal and cognitive skills. - Excellent oral, written and interpersonal communication skills - Excellent listening and analytical skills - Strong knowledge of customer care processes, protocols and techniques. - Demonstrated ability to work well in a team environment - Dedicated to providing exceptional service. - Excellent communication skills - written and verbal as well as strong proofreading skills. - Bilingual skills preferred. POSITIONAL COMPETENCIES: - Building Employee Commitment - Analytical Thinking/Problem Solving - Conflict Resolution - Human Resource Management - Managing Change - Practical Knowledge - Quality Management PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or fell objects, tools or controls; reach with hands and arms. The employee is occasionally required to stand, walk, stoop, kneel, crouch, or crawl. The employee may occasionally lift up to 30 pounds. Specific vision abilities are required, which include close vision, peripheral vision and the ability to adjust focus. WORK ENVIRONMENT: Office Environment. The noise level is usually moderateWe thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.