Manager, Customer Service

Company

Farm Family

Farm Family specializes in farm and ranch protection with a wide range of products including flexible farm packages, business owner policies, commercial package, workers compensation, commercial auto and select personal auto coverage. Farm Family is a leader in serving the Northeast and Mid-Atlantic markets and is pursuing growth across the U.S. The Farm Family entities are wholly-owned subsidiaries of Clearbrook Group Holdings Inc.

Job Description

Business Title(s): Customer Service Manager 

Employment Type: Full-Time 

FLSA Status: Exempt 

Location: In-Office 

Summary:  

We are looking for a highly capable Customer Service Manager to join our team and work from our Omaha, NE office.  This role will manage a team of Client Service employees working in a call center providing exceptional customer service to client’s inquiries, concerns, and requests about products and services offered by Farm Family.   The majority of the Client Service employees are located in Springfield, MO.  This role reports directly to the Director of Customer Service for the Client Service Center located in Springfield, MO. 

This is a 100% in-office position. Candidates must be able to work on-site at a designated company office during scheduled hours.  The Client Service Center operates Monday through Saturday.

Essential  Responsibilities: 

• Successfully supervise and provide training, mentoring, and technical oversight to a team of call center staff (not all on-site), ensuring that interaction with customers is efficient and prompt. Management of the team includes: 
  • Provides technical support leadership and direction with a focus on supporting the consistent execution of the call center functions, enhancement/improvement of processes and procedures, and maintenance of operational excellence.    
  • Ensure performance objectives and metrics are in place and being met to support and meet department goals. 
  • Forecast telephone traffic in order to make necessary staffing adjustments. 
• Acts as a role model, and with sustained positive energy, demonstrating belief in, and commitment to, the values of Farm Family. Continuing to build and lead a value-based organization committed to long-term success. 
• Implements procedures, provides guidance, and handles escalated calls to ensure customer inquiries and complaints are handled and processed in accordance with organization’s objectives.
• Prepares reports on call center trends for senior leadership.
• Collaborates with other Client Service Center Management to help design and implement operational plans and procedures aimed at achieving efficiencies so that the department can meet its Key Performance Indicators (KPI) and the business unit can meet both growth and profitability targets. 
• Drives continuous improvement through initiatives involving the employees, processes and technology. 
• Supports the selection process to hire and retain Call Center employees that consistently demonstrate appropriate technical expertise, maturity and a professional commitment to excellence and customer service. 
• Managing expenditures for the team to budget / plan. 
• Occasional work required to be done outside of normal business hours (i.e. after standard business hours or on weekends). 

 

Qualifications / Experience Required: 

• An understanding of management approaches such as work scheduling, prioritizing, and coaching along with substantial knowledge supporting claims functions typically achieved through: 
  • A minimum of four years experience in customer service or call center environment (three of which must be in insurance industry or directly related to subject matter), with at least one year of which includes managing people working on site and/or remotely in another office, to meet department objectives; and 
  • A bachelor’s degree from an accredited university.  Four additional years of related experience may be substituted in lieu of a degree. 
• Must have good business acumen (i.e. understand how an insurance company works and makes money, including how this role impacts both Farm Family and our customers’ ability to be profitable). 
• Independent decision maker – takes full responsibility for making decisions keeping risk and compliance at the center of the process. Makes decisions with data driven tools and information. 
• A strong focus on execution in getting things done right.  Proven ability to consistently produce and deliver expected results to all stakeholders by: