Customer Service Supervisor or Lead

Job Description

Description

Marketing Statement:

Join our purpose-driven team and make a difference in people’s lives. We offer flexible work options and professional development opportunities in Hawaii and beyond to help you thrive both personally and professionally. Be a part of a local team that is dedicated to helping others in their time of need and make a meaningful impact every day. At First Insurance Company of Hawaii, we meet challenges and opportunities creatively and collaboratively. We pride ourselves on our inclusive company culture and core values: Respect, Integrity, Creating the Future for our Company and Community, and Excellence in Customer Service. 

Typical Duties Include But Are Not Limited To:

• Manage daily operations, ensuring accuracy in work outputs and approving risks that exceed staff authority. Monitor team workload and maintain due dates. Provide guidance and support to staff with questions and troubleshooting.
• Ensure that Standard Operating Procedures (SOPs), guidelines and other documentation are maintained and communicated to staff.
• Provide backup support for production by handling phone and/or email requests when short staffed or managing complaints from customers.
• Coordinate and compile audits to ensure quality, consistency, and timeliness. Ensure any issues are addressed. Provide information to auditors as needed.
• Train new employees and lead meetings to review process and procedures, create/implement team-building activities, and communicate any updates and changes.
• Manage department operations effectively, identifying areas for improvement and work with the management team to implement workflow changes.
• Other duties as assigned

Lead, Customer Service: (in addition to the above duties plus the following)

This position is intended to transition into the Supervisor role.

• Work with Personal Line's management team to develop, mentor, and monitor staff. Learn supervisor duties including having one-one meetings with staff and work with management on mid-year and year-end performance review. Serve as a lead for team.
• Participate and learn IT related projects. This includes analyzing issues, troubleshooting, reviewing QA results, signing-off, and testing requirements. Handle new workflow or system developments including but not limited to training, drafting SOPs, and defect clean-up or workarounds.

Supervisor, Customer Service: (in addition to the above duties plus the following)

• Manage and supervise staff in job performance and daily administrative personnel functions. Plan and provide guidance, training, and activities to develop staff. Conduct one-on-one meetings including mid-year and year-end performance review.

• Participate as a Lead/Subject Matter Expert (SME) for IT-related projects and requests.  This includes analyzing issues, troubleshooting, reviewing QA results, signing-off, and testing requirements. Handle new workflow or system developments including but not limited to training, drafting SOPs, and defect clean-up or workarounds.
• Prepare and monitor expenses of operating budget.

Qualifications / Experience:

• 2 years college degree or equivalent call center or customer service work experience
• Minimum 3 years of Call Center and/or Customer Service experience
• Proficiency in MS Office applications (i.e. Outlook, Word, Excel and PowerPoint)
• Excellent communication skills and time management skills
• Multi-task & work in a high paced environment.
• Detail oriented, highly motivated, and critical thinking skills

Lead, Customer Service (in addition to the above qualification plus the following):

• Informal experience with lead activities such as training, task delegation or SOP creation/maintenance (Preferred)

Supervisor, Customer Service (in addition to the above qualification plus the following):

• Minimum 1 years’ experience in a supervisor position with input into hiring and compensation decisions, managing workflow and resource allocation, and conducting performance evaluations

Qualifications Preferred:

• Experience in a major systems project
• Property and Casualty experience

Salary:

$60,000 to $79,400 annually

Salary:

Salary offer is based on a number of factors such as job-related knowledge , skills and experience. Our company offers a competitive benefits package and bonus eligibility on top of base.

Benefits:

We offer profit-sharing, comprehensive health benefits, generous parental and family leave, attractive time off benefits (vacation/floating holiday/sick/observed holidays), tuition assistance, a 401(k) savings plan with company match, a discounted insurance rate, life and disability insurance options, and more!

EEO Statement: