Bilingual Licensed Customer Service Manager
New
K
KinHomeowners Insurance
For Sales Agents and Customer Service Agents: These roles sit in any of the following 32 states: AL, AZ, CO, FL, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MO, MT, NC, NE, NM, NV, NY, OH, OK, PA, SC, TN, TX, UT, VT, VA, WA, and WI., Monday–Friday between 10:00 a.m. and 7:00 p.m. CT, with one Saturday shift (8:00 a.m.–5:00 p.m. CT) approximately every nine weeks.Full-TimeManager
Salary$70K - $85K; $70K – $85K • Offers Equity; Base Salary: Base Salary $70K – $85K • Offers Equity
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Job Details
- Languages
- Bilingual in English and Spanish
- Experience
- 3+ years of customer service experience, including 2+ years leading customer service teams within the insurance industry.
- Required Skills
- Customer service
Requirements
- Property & Casualty (P&C) insurance license.
- 3+ years of customer service or customer support experience.
- 2+ years leading customer service teams within the insurance industry.
- Call center leadership experience.
- Proven experience coaching and developing customer-facing employees to achieve performance goals.
- Experience using performance metrics and data to drive operational improvements.
- Bilingual in English and Spanish.
- Availability to work Monday–Friday between 10:00 a.m. and 7:00 p.m. CT.
- Ability to work one Saturday shift (8:00 a.m.–5:00 p.m. CT) approximately every nine weeks.
Responsibilities
- Lead, coach, and develop a team of 12–14 licensed Customer Service Agents to achieve individual and team performance goals.
- Drive customer service performance by monitoring key metrics, identifying trends, and implementing improvement plans.
- Analyze team and individual performance data to inform coaching, workforce planning, and operational decisions.
- Develop and implement service initiatives that improve the customer experience and team effectiveness.
- Resolve complex customer escalations while modeling exceptional service and professionalism.
- Partner cross-functionally to ensure agents have the tools, resources, and information needed to succeed.
- Support recruiting, interviewing, onboarding, and training of new Customer Service Agents.
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