Director, Customer Service

At GEICO we offer a rewarding career where your ambitions are met with endless possibilities.

Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive through relentless innovation to exceed our customers expectations while making a real impact for our company through our shared purpose.

When you join our company we want you to feel valued supported and proud to work here. Thats why we offer The GEICO Pledge: Great Company Great Culture Great Rewards and Great Careers.

GEICO is one of the nations largest and fastest-growing auto insurers thanks to our low rates outstanding service and clever marketing. Were an industry leader employing thousands of dedicated and hard-working associates. As a wholly owned subsidiary of Berkshire Hathaway we offer associates training and career advancement in a financially stable and rewarding workplace.

At GEICO we offer a rewarding career where your ambitions are met with endless possibilities. Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive through relentless innovation to exceed our customers expectations while making a real impact for our company through our shared purpose. When you join our company we want you to feel valued supported and proud to work here. Thats why we offer The GEICO Pledge: Great Company Great Culture Great Rewards and Great Careers.

Our success is no secret - its the result of investing in exceptional individuals. We seek a highly motivated Director of Customer Service. You will be on the front line of driving GEICO Service culture improving the customer experience and generating long-term profitable growth by leading a talented service team. You will drive excellent service with a focus on retention and cross-selling other MOAT or GEICO products contributing to the profitable growth of GEICO.

Work Location: This is a hybrid role requiring a minimum on-site presence of 4 days per week in our Tucson AZ; Dallas TX; Tampa FL; Lakeland FL; Virginia Beach VA or Fredericksburg VA office.

Key responsibilities:

• Strategic leadership
  • Develop and implement customer service policies strategies and best practices to improve service quality efficiency and effectiveness.
  • Coordinate strategies with other functional areas within GEICO including Sales/ Compliance/ and Product organizations to align service efforts with overall business objectives.
  • Effectively communicate to all levels especially results through presentations.

• Team management
  • Lead coach and motivate a team of customer service managers which includes hiring training and setting service standards and KPIs.
  • Guide and mentor associates through training performance appraisals salary adjustments and disciplinary actions ensuring a high-performing team.
  • Assist with Hiring Onboarding and Training as needed with corporate business partners.
  • Reduce regrettable turnover to acceptable levels improve engagement of associates.

• Operational Oversight and Excellence
  • Oversee the daily operations of the customer service department aligning resources streamlining processes and ensuring all inquiries issues and complaints are handled promptly and effectively.
  • Identify efficiency and call reduction opportunities through increased self-service automation and process improvement.

• Performance analysis
  • Provide Outstanding Customer service as measured by surveys and other feedback and key performance indicators such as response times and customer satisfaction scores.
  • Ensure appropriate Staff Sufficiency to manage all contacts meeting service level and abandoned call percentage targets.
  • Establish systems to capture and analyze customer feedback to identify trends and areas for improvement.

• Cross-functional collaboration
  • Work across multiple business partners to ensure compliance with quality standards identifying efficiency and call reduction opportunities through increased self-service automation and process improvement.
  • Effectively communicate to all levels especially results through presentations.
  • Direct the technical and clerical Service and Underwriting activities.
  • Be engaged with product technology and other business partners to reduce and eliminate customer contacts and friction by improving processes driving automation prioritizing improvements and solving problems.

Qualifications:

• Bachelors degree or 10 years of multi-site contact center leadership experience with responsibility for 500 associates.
• Minimum 5 years in P&C insurance operations including at least 2 years at the Director level or above.
• Cross-functional experience working with product and technology to drive digital transformation and automation initiatives.
• Director Prep Program participation is preferred.
• Deep understanding of insurance/financial services operations workflow.
• Ability to quantify impacts understand trends in data and leverage data storytelling to make objective business decisionsacross multiple locations.
• Ability to outline a clear vision and influence a group of people to make the vision a reality through resource allocation structure and ownership.
• Proven track record of collaboration across multiple business functions to drive significant business improvements.

• Expertise in handling heavy customer call volume in a fast paced results centric environment that requires consistent iteration and urgent action.
• Attain and maintain the required licenses issued by the state insurance department of various states.

Leadership Qualities:

• Collaborates cross-functionally to make decisions and communicate them effectively in a highly complex environment with numerous stakeholders and tradeoffs to be considered.
• Exceptional leadership problem-solving skills and strategic judgment enabling effective resolution of complex business challenges utilizing strong conflict resolution organizational and priority setting skills.
• Proven track record in driving associate engagement at a larger scale and exceeding KPI targets with a clear methodology that is repeatable
• Leads with humility and empathy earning trust and inspiring confidence.
• Effectively manages and communicates decisions in complex high-stakes environments. Leads from the front and isnt shy about using their voice.
• A lifelong learner with critical thinking skills who views situations and challenges through multiple lenses.
• Attentive empathetic listener with exceptional character and high emotional intelligence.

The GEICO Pledge:

Great Company: At GEICO we help our customers through lifes twists and turns. Our mission is to protect people when they need it most and were constantly evolving to stay ahead of their needs.

Were an iconic brand that thrives on innovation exceeding our customers expectations and enabling our collective success. From day one youll take on exciting challenges that help you grow and collaborate with dynamic teams who want to make a positive impact on peoples lives.

Great Careers: We offer a career where you can learn grow and thrive through personalized development programs created with your career and your potential in mind. Youll have access to industry leading training certification career mentorship and coaching with supportive leaders at all levels.

Great Culture: We foster an inclusive culture of shared success rooted in integrity a bias for action and a winning mindset. Grounded by our core values we have an established culture of caring inclusion and belonging that values different perspectives. Our teams are led by dynamic multi-faceted teams led by supportive leaders driven by performance excellence and unified under a shared purpose.

As part of our culture we also offer employee engagement and recognition programs that reward the positive impact our work makes on the lives of our customers.

Great Rewards: We offer compensation and benefits built to enhance your physical well-being mental and emotional health and financial future.

• Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your familys overall well-being.
• Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
• Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
• In office and remote opportunities as well as our signature GEICO Flex program offering the ability to work remotely for up to four weeks per year.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race color religious creed national origin ancestry age gender pregnancy sexual orientation gender identity marital status familial status disability or genetic information in compliance with applicable federal state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.

The GEICO Pledge:

Great Company:At GEICO we help our customers through lifes twists and turns. Our mission is to protect people when they need it most and were constantly evolving to stay ahead of their needs.

Were an iconic brand that thrives on innovation exceeding our customers expectations and enabling our collective success. From day one youll take on exciting challenges that help you grow and collaborate with dynamic teams who want to make a positive impact on peoples lives.

Great Careers:We offer a career where you can learn grow and thrive through personalized development programs created with your career and your potential in mind. Youll have access to industry leading training certification assistance career mentorship and coaching with supportive leaders at all levels.

Great Culture:We foster an inclusive culture of shared success rooted in integrity a bias for action and a winning mindset. Grounded by our core values we have an an established culture of caring inclusion and belonging that values different perspectives. Our teams are led by dynamic multi-faceted teams led by supportive leaders driven by performance excellence and unified under a shared purpose.

As part of our culture we also offer employee engagement and recognition programs that reward the positive impact our work makes on the lives of our customers.

Great Rewards:We offer compensation and benefits built to enhance your physical well-being mental and emotional health and financial future.

• Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your familys overall well-being.
• Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
• Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
• Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program which offers the ability to work from anywhere in the US for up to four weeks per year.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race color religious creed national origin ancestry age gender pregnancy sexual orientation gender identity marital status familial status disability or genetic information in compliance with applicable federal state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.