Supervisor, Annuity Client Services/Call Center

$65,000 - $81,000/Yr

Constellation Energy - Cincinnati, OH

Full-time - Mid Level

Cincinnati, OH

Utilities

About the position

The Supervisor, Annuity Customer Service is responsible for leading the Annuity Customer Service (ACS) call center team to ensure efficient operations and exceptional customer service for clients, agents, and the distribution team. This role involves coaching team members, monitoring performance, resolving escalated issues, conducting quality assurance, and fostering a culture of continuous improvement.

Responsibilities

• Inspire and develop team members to meet or exceed performance expectations through daily support and coaching.
• Proactively monitor call queues and service levels to ensure customer service commitments are met.
• Serve as a resource for team members by resolving escalated situations and guiding them through problem-solving.
• Conduct regular quality assurance reviews and track call center productivity to maintain customer service standards.
• Identify opportunities to enhance efficiency and effectiveness in Annuity Customer Service and Operations.
• Ensure all team procedures are up-to-date and effectively communicated.
• Participate in the recruitment and hiring of team members.

Requirements

• Bachelor's degree or equivalent work experience.
• At least one year of relevant industry experience.
• FINRA Series 6 (to be obtained within 6 months).
• Strong written, verbal, and interpersonal communication skills.
• Proven leadership with conflict resolution abilities.
• Excellent organizational, multitasking, and analytical skills.
• Commitment to delivering exceptional customer service.
• Adaptable, detail-oriented, and capable of independent problem-solving.
• Professional, positive attitude with a high level of integrity.
• Proficient in Microsoft Office and relevant industry software.

Benefits

• Paid parental leave
• Health insurance
• Dental insurance
• Vision insurance
• 401(k) matching
• Life insurance