Job Summary:

The Customer Experience Supervisor position is responsible for providing quality and efficient customer service to Figo customers and assisting the Director in the daily management of the Customer Experience Team. This includes but is not limited to hiring, motivating, recognizing, and rewarding, coaching, training, and problem-solving. Additionally, the Supervisor is responsible for assisting the Director with development, analyzing, and implementing staffing, training, and reward/recognition programs.

Duties / Responsibilities:

• Provides effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs. Including handling escalated customer concerns.
• Provides daily direction and communication to employees so that customer inquiries are handled most efficiently and knowledgeably.
• Provides continuously evaluates current processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.
• Provides metrics and performance feedback with regular coaching to each team member under direct supervision.
• Writes and administers performance reviews for skill improvement.
• Ensures employees have appropriate training and other resources to perform their jobs, including following up with insurance licensing status.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
• Assists the Director with the call center’s daily operations to include developing, analyzing, and implementing staffing, training, and reward/recognition programs.
• Works on special or ongoing projects important to area/process improvement.
• Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
• Assists the Manager and/or Director in establishing work procedures and processes that support the company and departmental standards, policies, and strategic directives.
• Participates professional, technical and career development training to include attainment of associated qualifications where required.
• Operate as an effective team member by supporting colleagues and contributing to the overall team and business objectives, delivery, and achievement.
• Undertake any other duties of a similar nature that the company reasonably requests to be performed that are within your abilities, expertise, and skills.

Supervisory Responsibility:

• Recruits, interview, hires and trains new staff
• Oversees the daily workflow of the department
• Provides constructive and timely performance evaluations
• Provides input regarding discipline and termination of employees in accordance with company policy

Required Skills / Abilities:

• Must be very organized and take the initiative, attention to detail, strong time management and multi-tasking skills an asset
• Must have excellent work habits, including a willingness to work the hours necessary to get the job done, especially when important deadlines cause greater than normal departmental pressures.
• Proficient in problem solving and analysis
• Interpersonal skills: Effective verbal and written communications and the ability to work/collaborate effectively with others.
• Ability to multitask in a rapidly evolving and fast-moving environment
• Embraces technology solutions
• Ability to maintain calm under pressure
• Thorough knowledge of Figo products, services, and processes.
• Loves pets and talking about them!
• Great team player
• Experience using Microsoft Office (Word and Excel) and ability to pick up innovative technology solutions quickly and effectively.
• Ability to collaborate with others on projects and/or special assignments
• Protect organization’s value by keeping information confidential
• Conform with and abide by all regulations, policies, work procedures and instructions.
• Conform with all safety rules and use all appropriate safety equipment.

Education and Experience:

• Bachelor’s degree in Business Administration or similar area
• 5+ years customer service experience
• 2+ years of managerial experience
• Fluent in Spanish a plus

Additional Eligibility Qualifications:

• Licensed to sell Property and Casualty insurance

Physical Requirements:

• Prolonged periods of sitting at a desk and working on computer/telephone
• Must be able to lift to 15 pounds at a time
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work:

• This is a full-time position: Days and hours to be determined by needs of business. Hours to be determined between employee and Director
• May require occasional weekend days

Other Duties:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.