Customer Service Supervisor

Customer Service Supervisor Plymouth Rock Assurance Corporation - 3.4 Boston, MA Job Details $70,000 - $105,000 a year 13 hours ago Benefits Wellness program Commuter assistance Paid parental leave Paid holidays Health insurance On-site gym Dental insurance Tuition reimbursement Paid time off Family leave Parental leave Vision insurance 401(k) matching Qualifications Change management Full Job Description In this position, the Supervisor of the Customer Service Team, you will be responsible for working collaboratively across the organization to develop and deliver a customer experience that differentiates Plymouth Rock as a premier service organization. The supervisor will create a culture that embodies our brand as a resource, partner and advocate for agencies and the customers they service. They will leverage local presence to develop deep relationships to drive service, underwriting and sales execution and utilizes its full complement of IA resources to drive an efficient organization. This role will also have Marketing Representative and agency relationship responsibility in support of Massachusetts and New York Business. The core accountability of this role is to mentor associates, be accessible, responsive and find solutions for our customers. This is a working Supervisor position. The Supervisor needs to be able to both manage a team, the change management process and create and implement meaningful process improvements. The Supervisor will be involved in primarily the auto and motorcycle lines of businesses and in many cases may represent the Director or Vice President of the Customer Solutions Center.

Responsibilities:

Hire, coach and train personnel. Develop staff through real-time feedback, performance management, quality assurance and ongoing training. Identify key issues from Call Reports and Customer Surveys and implement process for communicating, tracking, and resolving root cause. Become subject matter experts of department procedures, guidelines and provide feedback and input into potential enhancements. Become a subject matter expert on Products, Rating and Quoting and become a training resources for Win Rater Become a subject expert and training resources on all legacy applications/systems. Estimate the resources requirements, monitor team production and ensure success with department standards. Leverage Workforce Management applications intraday to manage and plan resources. Delegate tasks and responsibilities to appropriate personnel. Develop and deliver progress reports, requirements documentation and presentations as required. Be available and approachable to address thoughtfully escalated issues, complaints, questions and inquiries Special projects as assigned

Qualifications:

Excellent organizational and communication skills. Advanced interpersonal skills and social intelligence Exceptional analytical, critical thinking and problem solving skills. Strong knowledge of customer care techniques and processes. Excellent written and oral communication skills. Ability to multitask and work under pressure. Project Leadership skills. Planning, organizing and problem solving skills. Sound knowledge of Microsoft Office. The ideal candidate will possess 5+ years of relevant experience. Personal Lines Auto (MA, NH, and CT) and Home (MA, NH and CT) experience preferred. P&C License preferred Perks and Benefits 4 weeks accrued paid time off + 9 paid national holidays per year Free onsite gym at our Boston Location Tuition Reimbursement Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision) Robust health and wellness program and fitness reimbursements Auto and home insurance discounts Matching gift opportunities Annual 401(k) Employer Contribution (up to 7.5% of your base salary) Various Paid Family leave options including Paid Parental Leave Resources to promote Professional Development (LinkedIn Learning and licensure assistance) Convenient location directly across from

South Station and Pre-Tax Commuter Benefits Salary Range:

$70,000 - $105,000 a year . Actual compensation will vary based on multiple factors, including employee knowledge and experience, role scope, business needs, geographical location, and internal equity. About the Company The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner's insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of "A-/Excellent". #LI-RJ1