Customer Care Manager

Summary

This position provides leadership to the Personal Lines Customer Care teams. This role positions Customer Care to successfully deliver on key metrics including premium growth quality retention and service levels. Additionally this role has oversight of processes projects and metrics to meet/exceed departmental KPIs. There is high visibility to this role knowing that Customer Care is the first and possibly only interaction a customer will have with Jewelers Mutual. This role will need to balance the needs of the customer and the business while advocating when appropriate.

Why Jewelers Mutual:

We are a financially secure exceptionally positioned and intellectually curious company driven by our core values of Agility Accountability and Relevancy! We continue to raise the tide of the jewelry industry weve served since 1913 through our innovative people our unyielding customer commitment and evolution of our products and services to be the most trusted advisor to all we serve.

With a generous benefits package office locations throughout the United States and a mantra of making your mark today consider evolving your career and shining bright with Jewelers Mutual Group!

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Embraces change leads by example maintains a positive work environment and a learning enriched culture.
• Reviews processes and procedures to create efficiencies and eliminate unnecessary steps that impact the customer experience.
• Drives development and implementation of initiatives that improve the customer experience increase employee satisfaction empower employees to advocate on behalf of our customers and promote collaboration and teamwork.
• Keeps current with customer expectations technology and best in class processes to raise the tide of the jewelry industry and customer contact centers.
• Reviews and discusses quality trends and metrics with the QA team to ensure staff development and customer service goals are being met and are supporting Company Goals.
• Oversees day to day staffing to meet work volume. Anticipates and plans for events that will affect work volume and response time.
• Drives a metric based culture that is focused on continuous improvement and appropriate incentives/responsibilities to achieve the goals of the organization the Customer Care department and the individual.
• Prepares and delivers meaningful accurate and effective quarterly and annual performance reviews of direct reports.
• The success of Customer Care is dependent on the ability of this role to collaborate amongst leaders.

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Leadership Responsibilities

Carries out leadership responsibilities in accordance with the organizations policies and applicable laws. Responsibilities include interviewing hiring and training employees; planning assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

• Bachelors degree and 7 years of related experience required.
  • An equivalent combination of education and/or experience may be considered
• Proficiency in Microsoft suite applications including Word Excel Outlook and PowerPoint.
• Experience with CRMs preferred.
• Knowledge of insurance jewelry and the jewelry industry preferred

Certificates Licenses Registrations

• Property/Casualty Insurance Agents License from the state of Wisconsin OR ability to obtain within 4 months. Continuing education as required to maintain license.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Occasionally required to stand; walk; use hands to finger handle or touch objects or controls; and talk or hear.

Required Experience:

Manager