About the Company:
We're a private claims solutions company that supports insurance organizations with reliable and efficient claims services. We combine technology, experienced claims professionals, and a nationwide network to help make the claims process easier and improve the customer experience.
Job Summary:
We're looking for a Customer Service Supervisor (Remote) to lead and support our Customer Service team. This is a fully remote position.
You'll help make sure customers and clients get timely, professional support while keeping files, assignments, and requests moving on time. You'll also work closely with other teams to resolve issues and improve our processes.
Key Responsibilities:
- Lead, support, and coach the Customer Service team.
- Monitor team performance, calls, service levels, and overall quality.
- Help handle escalated customer and client issues.
- Make sure client SLA and cycle-time goals are met.
- Monitor files and queues and address delays or missing information.
- Work with Dispatch, Vendor Services, Technical, and Operations teams to resolve issues.
- Work with appraisers and vendors when assignments are delayed or need attention.
- Make sure customers, clients, and business partners receive timely and accurate updates.
- Monitor emails and other customer communications and make sure they are handled on time.
- Review team performance and reports and share updates with management.
- Look for ways to improve processes, reduce errors, and improve the customer experience.
- Make sure company and client requirements are followed.
- Help with other team or company needs as assigned.
Qualifications:
- 5+ years of experience in customer service, insurance, claims, operations, dispatch, or a related field.
- Team lead or supervisory experience is required.
- Strong communication, leadership, and problem-solving skills.
- Experience working with SLAs, cycle times, queues, or service goals.
- Organized and able to manage multiple priorities.
- Comfortable leading a team in a fast-paced environment.
- Strong customer service and people skills.
- Experience in insurance, automotive claims, dispatch, or vendor management is a plus.
