Customer Service Supervisor

Supervises a direct reporting staff who provides customer service to a variety of clients. Provides leadership and direction to assigned staff and performs personnel administration, including selection, training, performance management, salary administration, and employee development. Assists in the development and implementation of appropriate customer service standards. Performs regular audits and telephone monitoring to ensure staff adherence to service standards. Encourages a strong customer service philosophy that results in favorable relations with all customers.

Business Units:

This position is available to units whose main focus is to provide customer service to insureds, producers, account managers, brokers, producer management, health care providers, 401(k) participants, trustees, and others. These units handle a high volume of telephone calls. These units also handle high volumes of various processing transactions related to these calls, faxes, e-mail and mail requests. Customer Service is defined as providing information, written and/or verbal, on a wide variety of issues regarding insurance products, coverages and policy benefits, rates, billings, policy changes, quotes, and various other insurance related questions. Some units may include an outgoing marketing function.

What You’ll Do

The ideal Customer Service Supervisor have effect leadership skills and is able to provide direction and motivation to their staff to ensure Sentry continues to provide exceptional customer service.  You’ll do this by:

• Developing and implementing customer service standards
• Coaching, counseling, and motivating your customer service team
• Improving customer service quality results by studying, evaluating and formulating ideas
• Maintaining knowledge of new or revised telecommunications systems
• Providing work direction to your staff
• Implementing policies and procedures
• Providing expertise in handling sensitive/unusual customer service issues
• Scheduling staff accordingly and tracking performance
• Assisting with budget preparation and controlling operating expenses

What it Takes   

• Bachelor's Degree or equivalent work experience
• Proficiency in Spanish preferred, but not required
• 5 years of previous work experience or knowledge of a customer service environment and previous supervisory experience
• Ability to provide leadership to employees within a fast-paced call center environment
• Ability to prioritize work and maintain appropriate service standards
• Ability to analyze data, identify trends, and communicate results
• Working knowledge of telecommunication systems and call center software
• Knowledge of insurance processes, procedures, and systems beneficial
• Ability to respond to sensitive inquiries or complaints from customers, state insurance departments, producers, and others with tact and diplomacy
• Must be available to work non-standard hours including nights, weekends and holidays as needed.

What You'll Receive

At Sentry, your total rewards go beyond competitive compensation. Below are some benefits and perks that you’ll receive.

• Sentry is happy to offer flexibility through a scheduled Hybrid work model. Monday and Friday work from home if you choose to, Tuesday through Thursday you’ll work in office.
• As a Sentry associate, you will have an in-office workspace and materials for your home office. In addition to the laptop, you will receive prior to your start, Sentry will provide equipment for your home office. 
• Meal Subsidy available for associates who report to an office.
• 401(K) plan with a dollar-for-dollar match on your first eight percent, plus immediate vesting to help strengthen your financial future.
• Continue your education and career development through Sentry University (SentryU) and utilize our Tuition Reimbursement program
• Generous Paid-Time Off plan for you to enjoy time out of the office as well as Volunteer-Time off
• Group Medical, Dental, Vision, Life insurance, Parental leave, and our Health and Wellness benefits to encourage a healthy lifestyle.
• Well-being and Employee Assistance programs
• Sentry Foundation gift matching program to encourage charitable giving.

About Sentry

We take great pride in making Forbes’ list of America’s Best Midsize Employers. A lot of different factors go into that honor, many of which contribute to your job satisfaction.

Our bright future is built on a long track record of success. We got our start in 1904 and have been helping businesses succeed and protect their futures ever since. Because of the trust