Customer Service Manager
4 days ago
Brownsville
Introduction Welcome to Pronto Insurance, a flourishing general agency in South Texas! Since 1997, we've been on an unstoppable journey of growth, and now, with over 200 captive locations in Texas, California, and Florida, our expansion knows no bounds. Join our team and be part of the driving force that makes Pronto Insurance products a reality for all. Together, we'll revolutionize the insurance market and leave an indelible mark on the industry. Dare to dream big and embark on an adventure filled with endless opportunities! We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply. How you'll make an impact Customer Service Manager: Employment Status: Full Time Job Locations: Headquarter in Brownsville Reports to VP of Underwriting and Product Hours of Operation: Monday – Friday 8:00 – 5:00 (can vary depending on assignments) Job Duties & Responsibilities • Oversees customer issues and ensures effective and long-term problem resolution are implemented., • Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service Department., • Partners with the management team to align customer service department policies and systems with the company's objectives., • Monitors programs and procedures to ensure on-time delivery and customer satisfaction., • Maintains in-depth working knowledge of company systems and processes., • Sets performance standards to meet service goals of the company., • Coaches Customer Service Team in order to achieve high performance., • Provides feedback to the company regarding service failures or customer concerns., • Responds to customer inquiries and problem solving in a professional and effective fashion., • Creates reports to analyze key performance indicators, • Acts as a resource in resolving customer issues brought to the Department by utilizing excellent Company process knowledge and strong skills in negotiating and selling., • Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications., • Improves customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes., • Periodically audits phone interactions with customers to evaluate performance, • Provide customer service training to individuals and groups of people., • Be the voice of the customer inside of Pronto, • Develop new ways of engaging customers and compiling their opinions, • Perform all CSR duties as needed, • Bachelor's degree preferred., • 2+ years experience in customer service management is preferred, • 2+ years experience in the insurance industry is strongly preferred, • Ability to create surveys that measure intended process or services, • Ability to present results in a clear and concise manner, • Excellent presentation, analytical, interpersonal and written/oral communication skills., • Requires high level computer expertise, including use of database, word processing, and spreadsheet., • Superior communication skills both written and verbal, • Flexible, innovative in a fast paced, growth-oriented and time-critical environment., • Quick learner with superb organizational skills. Required: Bachelor's degree and 7 years related experience required. Excellent knowledge of the insurance brokerage business. Preferred: Behaviors: Strong people and process management experience. Compensation and benefits We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: • Medical/dental/vision plans, which start from day one!, • Life and accident insurance, • 401(K) and Roth options, • Tax-advantaged accounts (HSA, FSA), • Educational expense reimbursement, • Digital mental health services (Talkspace), • Flexible work hours (availability varies by office and job function), • Training programs, • Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing, • Charitable matching gift program We value inclusion and diversity ___ to review our U.S. Eligibility Requirements Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.