Customer Service Manager

Job description

The Importance of this Role We are looking for a Customer Service Manager to lead a team of customer service representatives or licensed service agents to drive individual performance targeting operational efficiencies, customer retention and customer experience. This leader will help Matic’s Customer Service and Retention leadership team build policies, procedures, training, objectives and initiatives. Responsibilities: - Coach and develop a high performing customer service representatives or licensed service agents (P&C or Personal Lines license) - Ensure the success of every direct report by providing coaching, support, and training - Responsible for meeting the weekly, monthly and quarterly objectives of the department. - Holds team members accountable for adhering to processes and procedures - Identify opportunities in process and provide recommendations to leadership - Hit service level benchmarks through management of workforce - Gain efficiencies through perpetual process auditing and improvements - Successfully implement change by executing change management framework - Handle customer escalations as they arise - Provide feedback to Sales, Learning and Development, Quality...