Customer Care Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee designated team members to enhance positive experiences for both internal and external customers.

• Recognize, comprehend, and address customer inquiries effectively.

• Prioritize risk acceptability guidelines to achieve profitable business outcomes.

• Guide team members to optimize both team and organizational performance.

• Convey company strategies regarding products and philosophies while ensuring team comprehension.

• Assess and evaluate the performance of individual team members to uphold risk selection and financial control integrity.

• Motivate, develop, and mentor assigned team members, as well as employees from other units when requested.

• Oversee customer experience, work quality, efficiency, and adherence to company and regulatory standards.

• Design and implement strategies to enhance team performance and cultivate individual skills.

• Ensure team members achieve both individual and collective performance objectives.

• Relay individual performance updates and team performance data to the assigned Manager or Director.

• Address customer inquiries as needed.

• Collaborate with other leaders to design, test, and implement process enhancements, quality improvements, and special projects aimed at defect reduction.

• Keep up-to-date with procedures, methods, contractual details, and regulatory standards.

• Engage in insurance and industry-related training or seminars as necessary.

• Support and promote the organization’s strategic goals and Farmers’ core values.

• Execute additional responsibilities as assigned.

⛳️ Requirements

• High School Diploma or equivalent is mandatory.

• Bachelor's degree is preferred.

• Relevant experience in a senior service support position is essential.

• Advanced knowledge of contact center operations and customer requirements is necessary.

• Familiarity with established procedures, methods, contractual provisions, and regulatory standards is required.

• Valid legal authorization to work in the country where the role is based must be obtained at the time of hire.

• Capability to operate a computer continuously for prolonged periods, potentially for a full work shift.

• Ability to sit or stand for extended durations, up to a full work shift.

• Occasional ability to reach overhead and below the knees, including bending, twisting, pulling, and stooping.

• Occasionally able to move, lift, carry, and place objects weighing between 0–10 pounds without assistance.

• Ability to listen, interpret, and differentiate auditory information at normal speaking levels.

• Capacity to visually verify, read, and locate information and materials.

• Physical dexterity to repetitively use a keyboard and other office equipment throughout an entire work shift.

🏝️ Benefits

• Competitive salary opportunities.

• Performance-based bonuses.

• Comprehensive benefits package.

• Ongoing training and development resources.