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[Customer Experience Manager]{#ctl00MaincontentucJobOrderNumberAndTitlelblJobOrderInfo}

Qualifications

• High school diploma or equivalent; a Bachelor's degree in a related field is preferred.
• 220 or 440 Property and Casualty License required.
• Proven supervisory experience in customer support or call center environments, preferably in the insurance industry.
• Knowledge of insurance products, processes, and regulations.
• Minimum of 2 years of experience supervising a team of five or more.
• Communication and interpersonal skills, with a customer-focused mindset.
• Problem-solving and critical thinking skills.
• Experience in Microsoft Office Suite (Word, Excel, PowerPoint) and familiarity with customer databases.
• Flexibility to adapt to changing business needs and work schedules.

Physical Demands

This position requires regular sitting, standing, and walking, as well as communication skills, regularly lift light objects (up to 25 lbs), and use standard office equipment. Occasional bending, twisting, or reaching may be necessary.

Job Summary

We are seeking aCustomer Experience Managerto lead our Customer Experience department. In this pivotal role, the individual will oversee operations, drive team development, and maintain relationships with both internal and external stakeholders. Their leadership will be crucial in ensuring efficient processes for our diverse insurance products.

Key Responsibilities

To excel in this role:

• Lead and Mentor: Guide a team of customer support representatives, providing coaching and feedback to ensure service delivery.
• Oversee Operations: Manage daily customer support activities, ensuring timely processing of requests and compliance with company policies.
• Ensure Compliance: Stay informed on regulatory requirements and conduct audits to mitigate risks.
• Analyze Performance: Monitor KPIs and implement strategies to enhance operational efficiency and address performance gaps.
• Schedule Management: Adjust team schedules to meet business needs while ensuring optimal attendance.
• Resolve Complex Issues: Assist team members in handling escalated inquiries and complaints, ensuring customer satisfaction.
• Develop Training Programs: Collaborate on training initiatives to enhance team skills and product knowledge.
• Gather Feedback: Analyze customer feedback to identify improvement areas and implement initiatives to enhance the customer experience.
• Foster Team Environment: Promote a collaborative atmosphere that encourages continuous learning and professional growth.

Work Environment

Our office is fast-paced, dynamic, and results-driven. Employees are expected to adhere to their assigned schedules and may need to work extended hours based on business needs.If you are interested in joining our team and require assistance with your application, please contact our Human Resources department.

Orion180 is an equal opportunity employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.