Customer Experience Manager

Orion180 - Melbourne, FL

Full-time - Mid Level

Melbourne, FL

About the position

Join Our Team at Orion180! Orion180 is a leading insurance solution provider that harnesses cutting-edge technology and a dedicated team to deliver exceptional value to our customers, independent agents, and business partners. Our vision is to be the premier provider of insurance solutions globally, and our mission is to create an outstanding insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of product offerings. Located on the stunning Space Coast of Melbourne, Florida, Orion180 offers a vibrant community with affordable housing, excellent transportation options, and proximity to major cities like Orlando, Tampa, and Miami. At Orion180, we cultivate a culture of success built on our three core pillars: Do MORE, Be MORE, and Give MORE. Our commitment to innovation empowers us to exceed expectations, enhance customer care, and foster a collaborative environment where our team can thrive. We are seeking a Customer Experience Manager to lead our Customer Experience department. In this pivotal role, you will oversee operations, drive team development, and maintain strong relationships with both internal and external stakeholders. Your leadership will be crucial in ensuring efficient processes for our diverse insurance products. As a Customer Experience Manager, you will guide a team of customer support representatives, providing coaching and feedback to ensure exceptional service delivery. You will manage daily customer support activities, ensuring timely processing of requests and compliance with company policies. Staying informed on regulatory requirements and conducting audits to mitigate risks will be part of your responsibilities. You will monitor KPIs and implement strategies to enhance operational efficiency and address performance gaps. Additionally, you will assist team members in handling escalated inquiries and complaints, ensuring high customer satisfaction. Collaborating on training initiatives to enhance team skills and product knowledge will also be a key aspect of your role. Analyzing customer feedback to identify improvement areas and implementing initiatives to enhance the customer experience will be essential to your success. Promoting a positive, collaborative atmosphere that encourages continuous learning and professional growth will be a priority in your leadership approach.

Responsibilities

• Lead and mentor a team of customer support representatives, providing coaching and feedback to ensure exceptional service delivery.
• Manage daily customer support activities, ensuring timely processing of requests and compliance with company policies.
• Stay informed on regulatory requirements and conduct audits to mitigate risks.
• Monitor KPIs and implement strategies to enhance operational efficiency and address performance gaps.
• Adjust team schedules to meet business needs while ensuring optimal attendance.
• Assist team members in handling escalated inquiries and complaints, ensuring high customer satisfaction.
• Collaborate on training initiatives to enhance team skills and product knowledge.
• Analyze customer feedback to identify improvement areas and implement initiatives to enhance the customer experience.
• Promote a positive, collaborative atmosphere that encourages continuous learning and professional growth.

Requirements

• High school diploma or equivalent; a Bachelor's degree in a related field is preferred.
• 220 or 440 Property & Casualty License required.
• Proven supervisory experience in customer support or call center environments, preferably in the insurance industry.
• Strong knowledge of insurance products, processes, and regulations.
• Minimum of 2 years of experience supervising a team of five or more.
• Excellent communication and interpersonal skills, with a customer-focused mindset.
• Strong problem-solving abilities and critical thinking skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and familiarity with customer databases.
• Flexibility to adapt to changing business needs and work schedules.