Bristol West Customer Service Supervisor

Job Description

We are Farmers! Join a team of diverse professionals at Farmers to acquire skills on the job and apply your learned knowledge to future roles at Farmers. Farmers Insurance also offers extensive training opportunities through the award winning University of Farmers named by Training magazine amongst top 10 corporate training units in the world.
Want to learn more about our culture & opportunities? Check out farmers.com/careers and be sure to follow us on Instagram and LinkedIn!
Job Summary Leads, manages and supports an assigned team members to maximize positive customer experience for both internal and external customers by identifying, understanding, and ensuring adherence to our loss reporting process, strategic initiatives, and the handling of status on existing claims. The position focuses on continuous improvement of the overall claims process, innovation, team performance and company results by leveraging operational resources to analyze to take strategic action by analyzing and evaluating data. Effectively communicates company strategies related to loss reporting, self-service and the claims process to team members. Monitors team performance and inspires, develops and mentors assigned team with a focus on career development. Oversees and directly manages tow claims handled by customer service associates to expand claims handling skills and knowledge. Essential Job Functions Supervises assigned personnel. Conducts case reviews and evaluates and monitors all aspects of team performance, including but not limited to, customer experience, work product quality efficiency, and compliance with established company and regulatory guidelines. Manages individual employee development through regular behavior reviews and behavior management, monthly performance reviews with improvement plans, call monitoring, skill coaching, progress tracking and feedback. Effectively communicates required business materials in weekly team meetings and maximizes this time to establish team goals, celebrate successes and motivate others. Creates and implements strategic plans focused on achieving company objectives. Provides in depth presentations of individual and team results including key performance indicators, a root cause analysis and next steps planning with implementation timeline. Partners with other leaders across sites to develop and execute improvements in the claims process and strategic initiatives. Responsible for Work Force Management tasks including but not limited to, generating and maintaining employee schedules, attendance tracking and approving planned time off, timely completion of time cards, adherence to schedule and monitoring and managing phone queues. Positively impact customer experience by exhibiting a firm understanding of processes and procedures and assuming ownership of team performance in production time management, managing the Supervisor Hotline and assisting in infrastructure installation and recovery exercises. Interacts with and responds to customer inquiries and escalations, assists with heavy call volume by answering customer calls while modeling quality and interaction expectations. Maintains thorough, up-to-date, working knowledge of established procedures, methods, contractual provisions and regulatory compliance. Models, promotes and advocates Bristol West core values. Physical Actions Physical Environment Required job duties are normally performed in a climate-controlled office environment. Education Requirements High school diploma or equivalent required. Bachelor's degree preferred. Experience Requirements One year of leadership experience and/or two years' experience in a customer service oriented environment. Demonstrated ability to adapt communication style to audience in order to clarify, persuade and influence audience. Basic understanding of claims process, policy systems and ability to implement changes. Proven ability to seek and apply feedback to/from others to reach full potential and achieve company goals. Special Skill Requirement Farmers is an equal opportunity employer, committed to the strength of a diverse workforce. ]]>
Schedule: Full-time
Job Posting: 12/05/2019