Job ID #: 27461 Location(s): MI - Caledonia Functional Area: Commercial Education Required: Bachelors Degree Position Type: Full Time Relocation Provided: Full Experience Required: 3 - 5 Years
The Commercial Customer Service Manager directs and controls all facets of the Commercial Customer Service team while supporting the growth and profitability of the service center by ensuring exceptional Customer Service is provided to our agents and customers. This is accomplished by providing accurate product information, marketing guidance and accurate sales advice, assisting the Internal Support Team in the preparation of the Customer Service department budget, performing work quality audits, and tracking and reporting daily production.
Farmers Insurance Group of Companies is the country's third-largest insurer of both private Personal Lines passenger automobile and homeowners insurance, and also provides a wide range of other insurance and financial services products. Farmers operates primarily in 41 states across the country through the efforts of approximately 20,000 employees. Farmers exclusive and independent agents, along with Farmers employees, are responsible for servicing more than 15 million customers.
Function -Supervises assigned personnel -Promotes a professional working relationship between the Commercial Service Teams, home office, other departments, and the agency force -Maintains superior customer experience and promotes business growth by meeting with District Managers and Agents in commercial product meetings and sales clinics and promotes flexibility in handling complex transactions that require referral processing -Provides instruction to Customer Service Representatives to enable them to triage all incoming Commercial calls and resolve or refer them appropriately. -Maintains, evaluates and reports on quality and service controls within the Customer Service team; responsible for achieving high levels of quality, service and teamwork within the assigned team -Reviews and evaluates available reports to determine the most effective and efficient work processes for handling incoming calls -Tracks and reports on weekly results and monthly customer experience scores -Conducts phone audits on Customer Service Representatives monthly and provides quarterly performance results; analyzes weekly Customer Service phone summary report, documenting verbal underwriting acceptance and declinations -Reviews and exercises approval of transactions not within the authority of the assigned personnel -Identifies internal and agent related commercial system problems -Assists the Support Team Manager in the preparation of all aspects of the Commercial CSR Center budget including the reporting of income and expenses throughout the year. -Assists the Commercial Management team in preparing the annual business plans and reporting results monthly. -Provide Service Team Managers with information about the type of calls and number of calls from agents regarding the various products to promote pro-active training within their team and the agency force.
Technical skills -Technical expertise in commercial insurance operations and broad-based knowledge of: relevant insurance laws/statutes, insurance contract language, the contract issue process, competitor’s products and marketing practices. -Knowledge of management information and business systems (Word, Excel, PowerPoint, Access). -Excellent verbal, written and interpersonal skills, with demonstrated presentation skills. -Analytical thinking skills to make timely, appropriate decisions and recommendations -Ability to successfully interact with the agency force to grow business -Ability to read and interpret policy contract language
This position is eligible for an employee referral bonus.
Required job duties include sedentary work as well as some or all of thefollowing physical activities; lifting and/or carrying 40-lbs(suitcases, projectors, handouts, laptop computer, etc.), seeing,speaking, hearing, and occasional operation of a motor vehicle.
Required job duties are normally performed in a climate controlledoffice environment, with occasional job duties performed in company car,airplane, hotels and various physical sites dictated by travel that arenot always in a climate controlled environment.
Four-year college degree; Certificate in General Insurance (INS) orAssociate in Management (AM); and CPCU 551, 552.
Three years Commercial experience. Prior supervisory experience a plus.
Technical expertise in commercial.Knowledge of management information and business systems (Word, Excel,PowerPoint, Access).Excellent verbal, written and interpersonal skills, with demonstratedpresentation skills.Analytical thinking skills to make timely, appropriate decisions andrecommendations after reviewing all relevant information. Ability tosuccessfully interact with the agency force to grow business while atthe same time maintaining underwriting discipline.Ability to read and interpret policy contract language.Working broad-based knowledge of: relevant insurance laws/statutes andinsurance contract language, the contract issue process, computersystems, competitor’s products and marketing practices.
You may apply by clicking the “apply now” button above, or by emailing your resume to Katie.shahin@farmersinsurance.com
Farmers is an equal opportunity employer, committed to the strength of a diverse workforce.
