Customer Service Supervisor

The Customer Service Supervisor plays a pivotal role in nurturing an exceptional team dedicated to delivering unparalleled customer service. This role involves inspiring our team to surpass departmental goals while fostering a culture of positivity and collaboration. We are seeking a Supervisor who embodies leadership through exemplary conduct, showcasing the utmost dedication to quality service, commitment, and courtesy, both within our workplace and in interactions with customers.

RESPONSIBILITIES

• Cultivates a nurturing, team-centric atmosphere where collaboration thrives.
• Provides unwavering support, comprehensive training, and ongoing development opportunities for Team Leads and team members, ensuring their path to success.
• Empowers associates through guidance, training, and continuous monitoring to enhance the customer journey.
• Ability to drive results by providing targeted coaching and timely, constructive feedback to individuals and teams, fostering continuous improvement and maximizing performance to meet key business objectives.
• Ability to effectively communicate changes, fostering adaptability within the team.
• Consistently conducts thorough reviews of calls and transactions, delivering feedback promptly to enhance performance, as well as constructive observation sessions and timely feedback, fostering growth and improvement.
• Demonstrates on-the-floor support by acknowledging achievements, addressing queries, and handling escalated situations with care.
• Enhances team efficiency, adaptability, and expertise to meet evolving business and customer demands.
• Actively participates in departmental training sessions and meetings, staying abreast of policy and procedural updates.
• Ensures seamless administrative operations, including attendance management and approvals.
• Proactively identifies trends, shares insights, and contributes innovative ideas.
• Nurtures collaborative relationships across various departments to achieve collective business objectives.
• Flexibility is key, as this role entails occasional evening shifts during the week and rotating Saturdays.

QUALIFICATIONS

• A bachelor’s degree from a four-year college or university is preferred.
• Previous experience in a leadership role within customer service is preferred.
• Demonstrated ability to thrive in a dynamic, fast-paced setting and adept at multitasking.
• Possesses strong critical thinking abilities and adept problem-solving skills.
• Proficiency in computer usage and software applications, notably Microsoft Word and Excel, is essential.
• Must acquire and uphold a Property and Casualty license.

SALARY RANGE

The pay range for this position is $70,000 to $105,000 annually. Actual compensation will vary based on multiple factors, including employee knowledge and experience, role scope, business needs, geographical location, and internal equity.​

PERKS & BENEFITS

• 4 weeks accrued paid time off + 9 paid national holidays per year
• Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
• Annual 401(k) Employer Contribution
• Free onsite gym at our Woodbridge Location
• Resources to promote Professional Development (LinkedIn Learning and licensure assistance)
• Robust health and wellness program and fitness reimbursements
• Various Paid Family leave options including Paid Parental Leave
• Tuition Reimbursement 

ABOUT THE COMPANY

The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.