Manager, Customer Service

Matic - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

Publishing Industries

About the position

We are looking for a Customer Service Manager to lead a team of Customer Service associates to drive individual performance targeting operational efficiencies, customer retention and customer experience. This leader will help Matic's Customer Service leadership team build policies, procedures, training, objectives and initiatives.

Responsibilities

• Coach and develop a high performing customer service and retention team
• Ensure the success of every direct report by providing coaching, support, and training
• Responsible for meeting the weekly, monthly and quarterly objectives of the Customer Service department
• Holds team members accountable for adhering to processes and procedures
• Identify opportunities in process and provide recommendations to leadership
• Hit service level benchmarks through management of workforce
• Gain efficiencies through perpetual process auditing and improvements
• Successfully implement change by executing change management framework
• Handle customer escalations as they arise
• Provide feedback to Training, QA and Sales

Requirements

• Bachelor's degree preferred
• P&C or Personal Lines licensing required
• A minimum of two years of related experience required, with prior management experience in insurance sales, service or underwriting with increasing levels of responsibility preferred
• 2+ years of experience in insurance sales, service or underwriting with increasing levels of responsibility is required
• Strong analytical skills to synthesize data to determine and drive meaningful change with the team
• Ability to communicate effectively internally and externally
• Strong ability to prioritize tasks and to work well under pressure
• Detail oriented, persistent, and patient

Benefits

• Career advancement - we have a culture that focuses on internal promotion and career growth
• You have an ownership stake - all Maticians receive Matic stock options
• Unlimited Paid Time Off
• Company covered Health, Dental & Vision insurance for each Matician ($0 out of your paycheck for benefits), plus HSA with employer contribution
• 401(k) Retirement Plan
• Continuing education, licensing and professional development paid for by Matic
• A TRUE team culture - One team, one dream is our company motto and while we are working hard to simplify the world of insurance, we never forget to play hard as well - we pride ourselves on frequent team events like happy hours, game nights, volleyball/kickball teams, etc!
• Modern office environment (that's CDC compliant!) - we have a trendy HQ in the heart of German Village in downtown Columbus with awesome amenities including ping pong tables, coffee/espresso bar, flavored water bar (sparkling or still, your choice)!