FFS Support Representative
Farmers Insurance
Customer Service Supervisor
MOO
full-time
Posted on:
Location Type: Hybrid
Location: East Providence • Colorado, Massachusetts, Rhode Island • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Supervise and support a team of customer service representatives (at least 10)
- Manage escalated customer issues
- Provide hands-on support by processing customer inquiries (calls, chats and emails) during periods of high volume
- Act as a subject matter expert, providing nuanced solutions to complex customer issues using product knowledge and company policies
- Support the well-being and performance of direct reports, including development, mentoring, and career coaching
- Cultivate a positive and engaging team environment
- Foster an inclusive, supportive environment that embraces diversity
- Keep the service team informed and aligned by communicating Sprint updates, bug fixes, and company news
- Analyze weekly reports to measure individual and team performance, identifying trends and areas for improvement
Requirements
- Minimum of 2 years of experience in Customer Service Management
- Experience coaching and providing feedback to team members
- Responsible for supervising a team of at least 10 representatives
- Strong organizational, multitasking, and time management skills
- Ability to make sound business decisions
- Excellent verbal and written communication skills
- Confident and decisive demeanor
- Strong empathy and customer-centric approach
- A willingness to learn and grow
- Ability to effectively engage the team, build strong morale and drive collective success
- A love of cake!
Benefits
- 22 days’ PTO plus Federal holidays
- 401(k) match
- Paid parental leave
- 100% of health, dental and vision care premiums covered
- Life insurance
- Long-term disability insurance
- Wellness program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
coachingfeedbackorganizational skillsmultitaskingtime managementverbal communicationwritten communicationempathyteam engagementmorale building
