Join Our Team as a Lead Customer Care Team Member and Make a Difference in the Lives of Our Clients!
Assurant is a leading global provider of insurance and risk management solutions, dedicated to helping individuals and businesses protect what matters most to them. We are seeking an experienced and customer-focused Lead Customer Care Team member to join our dynamic team! As a Lead Customer Care Team member, you will play a critical role in delivering exceptional customer experiences, leading a team of customer care specialists, and driving business growth. This is a unique opportunity to work in a remote setting, be part of a fast-paced and dynamic environment, and enjoy excellent growth opportunities.
About the Role
As a Lead Customer Care Team member, you will be the face of our company, providing front-line, direct contact with clients and customers. You will lead, motivate, and develop a team of up to 20 Customer Care team members, ensuring they have the skills and knowledge to deliver exceptional customer experiences. Your primary goal will be to retain accounts, suggest and encourage the use of other services and products, and respond promptly to customer inquiries. You will use a computerized system for tracking, gathering information, and troubleshooting customer issues, and recognize consistent problem areas to report to higher-level management for action.
Key Responsibilities:
- Lead, organize, motivate, and coordinate the day-to-day flow activities of associates that perform the duties required of a Customer Care Specialist or Sr. Customer Care Specialist to ensure deadlines/service level agreements are met
- Act as a Subject Matter Expert (SME) for the department to answer procedural questions and assist in resolving complex or escalated issues
- Assist with inbound/outbound activity and assigned projects
- Ensure cooperation and coordination with other departments in the company
- Utilize team, procedures, trending, and call center reporting knowledge to recommend process improvements and efficiency gains
- Ability to work in multi-client/functional environments
- Assist in developing revised standards and methods
- Handle highly escalated supervisory-type calls and other temporary assignments
- Mentor team members based on low production or quality results
- Oversee training of new hires and associate cross-training initiatives, in addition to creating and facilitating training as needed
Requirements and Qualifications
To be successful in this role, you will need to have the following qualifications and skills:
Essential Qualifications:
- High school diploma/GED required
- A minimum of 3 years of customer service experience in insurance, banking, finance, mortgage lending, or a related field
- A minimum of 2 years of demonstrated leadership experience
Preferred Qualifications:
- 4-year degree or equivalent work experience preferred
- Knowledge of all the duties of the Customer Care Specialist and Sr. Customer Care Specialist positions
- Strong computer skills (ability to create, edit, and analyze spreadsheets)
Key Skills and Competencies:
- Advanced skills in effective listening and communication (verbal/written) with internal and external personnel/customers/clients
- Subject matter expert on customer care procedures, call processing & soft skill techniques
- Strong attention to detail
- Proven ability to successfully prioritize and plan to meet goals
- Demonstrates leadership skills
- Works well in a fast-paced/high-stress environment
- Ability to adapt quickly and encourage others to do the same
- Works well in a team environment and as an individual contributor
- Expert thinking outside the box to resolve complex/escalated problems
- Ability to effectively relay accurate and detailed information to various parties via inbound and outbound telephone calls, team meetings, training sessions, and clients
What We Offer
At Assurant, we are committed to providing our employees with a supportive and dynamic work environment that fosters growth and development. Here are some of the benefits and perks we offer:
- Competitive salary and benefits package
- Opportunities for career growth and professional development
- Flexible work arrangements, including remote work options
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
Why Join Our Team?
At Assurant, we value our employees and are committed to providing them with the tools and resources they need to succeed. Here are some reasons why you should consider joining our team:
- Make a difference in the lives of our clients by delivering exceptional customer experiences
- Be part of a fast-paced and dynamic environment that is constantly evolving
- Enjoy excellent growth opportunities and career development
- Work with a talented and dedicated team of professionals
- Contribute to the success of a leading global provider of insurance and risk management solutions
How to Apply
If you are a motivated and customer-focused individual who is looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!
Assurant is an equal opportunities employer. We welcome applications from all qualified candidates.
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