Bilingual Licensed Customer Service Manager

This is a fully remote position, open to applicants in Alabama, +30 more states.

📋 Description

• Lead, mentor, and develop a team of 12–14 licensed Customer Service Agents.

• Attain both individual and team performance objectives.

• Track essential customer service metrics, identify patterns, and enact improvement strategies.

• Assess team and individual performance data to guide coaching, workforce planning, and operational choices.

• Create and execute service initiatives aimed at enhancing customer experience and team efficiency.

• Address complex customer escalations while exemplifying outstanding service and professionalism.

• Collaborate across functions to equip agents with the necessary tools, resources, and information.

• Assist in recruiting, interviewing, onboarding, and training new Customer Service Agents.

• Cultivate a collaborative, accountable, high-performing team culture centered on continuous improvement.

• Ensure that customer service and operational performance targets are met or surpassed.

• Promote effective escalation resolution, successful onboarding, measurable team performance enhancements, and increased customer satisfaction.

⛳️ Requirements

• Valid Property & Casualty (P&C) insurance license.

• Over 3 years of experience in customer service or support roles.

• More than 2 years of experience leading customer service teams in the insurance sector.

• Experience in call center leadership.

• Demonstrated ability to coach and develop customer-facing employees to meet performance objectives.

• Familiarity with utilizing performance metrics and data to enhance operational efficiency.

• Bilingual proficiency in English and Spanish.

• Capacity to excel in a fast-paced, changing environment while maintaining a collaborative and positive demeanor.

• Availability to work Monday through Friday from 10:00 a.m. to 7:00 p.m. CT.

• Availability for one Saturday shift (8:00 a.m. to 5:00 p.m. CT) approximately every nine weeks.

• Must reside and work full-time in one of the specified states.

• Must be authorized to work for any employer in the United States and indicate if employment sponsorship is required.

🏝️ Benefits

• Equity.

• Remote-first work arrangement.

• Offices located in Chicago, IL and St. Petersburg, FL available for collaboration.

• Timely updates and feedback following interviews.

• Interviews conducted with recruiters, hiring managers, and team members.

• Skills assessment relevant to the role, if necessary.

• Authentic, considerate human interaction throughout the hiring process.

• Equipment shipment for new hires, if applicable.

• Equal Employment Opportunity and reasonable accommodations during the selection process.