Customer Care Team Lead

Location :

Customer Care Team Lead in WFH-Arizona at National General Insurance Location :

Experience :

Not Specified Job Description

Job Summary :

The Customer Care Team Lead l is responsible for overseeing the performance of the Customer Care department by managing call center operations, resolving escalated issues, reporting to clients and coaching and guiding supervisors to support achievement of department quality and productivity standards.

Key Responsibilities :

• Guides effectiveness of customer service by communicating organizational policies and best practices, setting performance goals, monitoring calls and providing constructive feedback to ensure achievement of productivity and quality standards
• Develops and mentors team Supervisors by supervising managerial responsibilities and providing advice and direction to ensure a cohesive and effective approach to department leadership and guidance
• Manages resolution of system and technology errors by monitoring equipment functionality, identifying issues and quickly escalating to management and technical professionals
• Contributes to continuous improvement initiatives by communicating with key stakeholders and participating in projects to support delivery of effective client and customer care programs
• Guides resolution of escalated calls
• Supports implementation of process and technology changes by gathering training resources, coordinating training programs and distributing project information to prepare team for changes and streamline transitions
• Updates key stakeholders on department production and performance
• Supervises daily operations of team by coordinating and communicating employee tasks, scheduling shifts, encouraging collaboration with other departments, measuring performance and providing feedback to achieve high productivity and meet service level expectations

Supervisory Responsibilities :

This job does have supervisory duties

Preferred Qualifications :

Education and Experience

• Bachelors Degree or equivalent experience
• 3 or more years of related experience

Certificates, Licenses, Registrations

None

Functional Skills

• Ability to provide customer service, including customer needs assessment and de-escalation of conflict
• Ability to utilize methodology involved in performance management, leadership technique and coordination of people and resources
• Advanced working knowledge of systems of record and processes and procedures utilized in area of responsibility
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Ability to motivate, develop, and direct people as they work
• Excellent interpersonal skills
• Effective organization and time management skills
• Ability to effectively communicate both verbal and written

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National General Holdings Corp. is an Equal Opportunity (EO) employer Veterans / Disabled and other protected categories.

All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.

Job Requirements

About National General Holdings :

National General Holdings Corp., a member of the Allstate family of companies, is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A (excellent) from A.

M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products.

We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es.

At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day.

A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including :

Paid Training

Medical, Dental, Vision benefits

Wellness Programs

Life and Short / Long Term Disability Insurance

401k w / Company Match

Company Paid Holidays & Generous Time-off policy

Employee Discount Program

Career Advancement and Development Opportunities

On-site Healthcare Clinic (Winston-Salem and Cleveland offices)

On-site Fitness Center (Cleveland and Dallas offices)

Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer Veterans / Disabled and other protected categories.

All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.*

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.