Supervisor Customer Service

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands. 

• Pets Best, a subsidiary of IPH, offers pet insurance and wellness plans for dogs and cats in every state. Founded in 2005 with a mission to provide access to comprehensive animal healthcare at an affordable price, Pets Best delivers flexible coverage, an easy claims process, and excellent customer service. 

  As a Supervisor Customer Service, you will virtually lead a team of Insurance Professionals whose responsibility is to interact with customers on phone, chat, and email channels.  You will own full supervisory and administrative responsibilities for the team members and share with other leaders the responsibility overall for a positive, friendly culture in the department that is customer-centric, productive, and contributes to the growth of the business. As their leader, you are their mentor, helping them navigate our culture and realize their professional aspirations in a virtual environment.  

   

  Main Responsibilities:    

  • Elevate Every Day: Provide virtual leadership, communication, coaching, mentoring, and development for a team of 15 - 18 Insurance Professionals driving continuous improvement, accuracy, and innovative solutions that create value for the business and your team 

  • Oversee the daily operations of insurance professionals, provide guidance, and regular performance feedback ensuring employees have the necessary training and resources to perform the roles effectively 

  • Business Acumen: ability to understand and relate to business objectives, providing strategic vision and a high-quality solution (connecting the dots). Champion change, leading through ambiguity at times to deliver the ‘why’ seamlessly to the team 

  • Operational Support: Assist with daily operations of running a contact center including staffing, training, corrective actions, scheduling, and recognition programs among other tasks 

  • Project Leadership: Lead or participate in special or ongoing projects aimed at process and area improvements 

  • Work Procedures: Develop and implement processes that align with company standards and strategic objectives 

  • Liaison Role: Function as the primary liaison between employees and the Director of Customer Care, ensuring clear and effective communication at all levels. 

  • Customer Care Duties: Ensuring teams are aligned to capacity and channels (Phone, Email and Chat) volume, while managing Customer Care escalations or supervisor requests as needed 

  • Performs other duties as assigned 

   

  Qualifications:    

   

  • 2+ years of proven experience leading a team using qualitative and quantitative results 

  • Bachelor's degree or in lieu of a degree, a High School Diploma or equivalency, and 3+ years of experience in a Contact Center with increased levels of responsibility 

  • Licensing: Have or have the ability to obtain Property and Casualty insurance licensing within 90 days of employment 

  • Flexibility: Hours of Operation for this role are between Mon