Customer Experience Team Lead

Berkley One exists to insure and protect the lifestyles of a modern generation of affluence. We seek clients that are sophisticated individuals and families who require worldclass risk and claims management customized to their needs a team of select expert independent agents and innovative digital tools to keep it simple and easy. Well blend our partners products and capabilities with all that is Berkley generating a modern solution for the customers we serve.

Our culture is one of innovation creativity and teamwork. Our team is highly motivated passionate about our business and deeply experienced in developing and delivering product and service solutions in the personal insurance marketplace.

The company is an equal opportunity employer.

We have an opportunity for a Customer Experience Team Leadto join our Berkley One team! Youwill comanage our team of experienced front end customer service specialists helping them to scale to our rapidly expanding footprint and growing agent and customer base while maintaining the high level of quality and personalized service for which we have become known. You will bring knowledge of process and technology to help us realize our vision of a low touch highly personalized service experience for our discerning customers. The ideal candidate will have experience working as part of a successful customer service team that delivers world class service across multiple channels.

This positionwill be based in our Wilmington DE office working 4 days in theoffice 1 day remote

We have a welcoming culture valuing our employees we trademarked the phrase Everything Counts Everyone Matters to describe the Berkley commitment to our people and how we do business. We believe that every person in the organization is important and every accomplishment makes a difference in our results. Come join us!

Key functions include but are not limited to:

• Lead coach and develop our Customer Service team to meet or exceed service level standards key performance indicators and reporting and metrics needs
• Continue to build team performance and develop team members and new hires in all aspects of the service operation/call center environment
• Oversee our multiple service delivery channels and ensure we deliver flawless service across all channels continually gathering feedback and metrics for insight and process improvement
• Ensure that workflows and job functions are successfully executed and support our business expense and customer experience goals
• Collaborate with Operations Analyst to review Workforce Management needs and implement changes as necessary
• Utilize data to publish scorecards which report on various aspects of customer service delivery and to identify and recommend process improvements
• Provide support in an innovative way at a company that will grow rapidly and change constantly
• Act as a passionate advocate for all customers and answer any questions that come your way in an exciting fast moving environment
• Participate in a wide variety of special projects as required

• Bachelors Degree or equivalent work experience
• 5 years of work experience building and leading a successful customer service team in a call center environment specifically in a highvolume service industry or customer support environment
• Experience leading a high performing customer service team in a high growth fast paced environment; you are an outstanding collaborator
• Incredible empathy and understanding of the needs of our insureds and their agents alike; you will be an excellent proactive advocate for Berkley One customers and are passionate about their experience
• Exceptional communication skills; your communication style is flexible to the situation; you communicate clearly and with a purpose
• A love of process and optimization; you are excited about the opportunity to experiment with support processes; journey mapping and measuring customer satisfaction
• Calm under pressure; you have excellent organizational skills integrity and great followthrough on tasks; you are comfortable challenging norms while working collaboratively with colleagues at all levels of the organization
• You have a strong sense of accountability fun and adventure
• Natural curiosity; you love learning how things work and you are always looking for innovative improvements
• Resiliency to rebound from setbacks and adversity when facing difficult situations; confidence under pressure; handles and manages crises effectively; maintains a positive attitude despite adversity
• P&C insurance experience preferred but will consider Customer Experience Leaders from other industries
• Proficiency with the Microsoft Office suite and other programs