Customer Service Manager
Sentry
full-time
Posted on:
Location Type: Hybrid
Location: Nashville • Illinois • North Carolina • United States
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Salary
💰 $84,400 - $123,600 per year
About the role
- Provides oversight to unit supervisors in the evaluation of workload/peak call time levels and fluctuations
- Identifies trends that need to be addressed or corrected
- Develops, implements, and communicates new or revised procedures to increase productivity and/or workflow
- Provides technical and management expertise in handling sensitive or unusual customer service issues or complaints
- Administers human resource-related activities including timely performance and salary reviews
- Ensures all team members adhere to human resources policies and practices
- Helps select, develop, motivate, and recognize team members
- Provides management with a variety of reports that identify call volume patterns and trends
- Determines proposes and implements effective resolution of call or contact center issues
- Maintains industry knowledge of call or contact center technologies and practices
- Collaborates with internal departments, customer service managers, etc.
Requirements
- Bachelor’s degree or equivalent work experience
- Minimum 5 years of related work experience
- Proficient knowledge of insurance processes, procedures, and systems
- Well-developed management skills, communication skills, and human relation skills
- Previous successful management experience, preferably in a call center or insurance
Benefits
- Flexibility through a scheduled Hybrid work model
- Monday and Friday work from home if you choose to
- In-office workspace and materials for your home office
- Laptop provided
- Meal Subsidy available for associates who report to an office
- 401(K) plan with a dollar-for-dollar match on your first eight percent, plus immediate vesting
- Tuition Reimbursement program
- Generous Paid-Time Off plan
- Volunteer-Time off
- Group Medical, Dental, Vision, Life insurance
- Parental leave
- Health and Wellness benefits
- Well-being and Employee Assistance programs
- Sentry Foundation gift matching program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
insurance processesinsurance procedurescall center managementperformance reviewssalary reviewsworkflow improvementcustomer service issue resolutionreport generationtrend analysishuman resources policies
Soft Skills
management skillscommunication skillshuman relation skillsteam motivationteam developmentproblem-solvingcollaborationoversightevaluationrecognition
Certifications
Bachelor's degree