Customer Experience Manager

$67,654 - $85,000/Yr

Orion180 Insurance Services - Melbourne, FL

Full-time - Mid Level

Melbourne, FL

Insurance Carriers and Related Activities

About the position

The Customer Experience Manager at Orion180 is responsible for leading the Customer Experience department, overseeing operations, and driving team development. This role is pivotal in maintaining strong relationships with both internal and external stakeholders while ensuring efficient processes for a diverse range of insurance products. The manager will guide a team of customer support representatives, ensuring exceptional service delivery and compliance with company policies.

Responsibilities

• Lead and mentor a team of customer support representatives, providing coaching and feedback.
• 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.