Customer Service Manager-Breathe Easy Insurance-Remote

Who We Are

At Breathe Easy a member of the Mindr family of brands, we are dedicated to being a force for good. That's why we provide substance use safety, detection and monitoring products and services that help people live responsibly and keep communities safe.

Always aware. Always Guiding. Never Restricting or judging.

What You?ll Be Doing

The Customer Service Manager is responsible for motivating and developing Customer Service Agents. This position evaluates and identifies key behaviors that drive quality service to improve the customer experience, retention, and carrier relations. The Manager will support a workplace of development, continuous improvement and motivational leadership that allows for continuous improvement of the Customer Service team.
? Select, manage, coach (including via targeted 1:1 sessions), and develop a high-performing team of Licensed Customer Service Agents.
? Create and maintain a winning culture among workers; motivate associates, recognize successes, and resolve grievances.
? Monitor individual and team results and productivity to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
? Meet and/or exceed appropriate levels of Customer Service abandon rate, average speed of answer (ASA), policy retention, and quality scores.
? Monitor (both through live listening and a structured QA process) calls to identify and act on strengths and weaknesses in service techniques, technical accuracy, and company policies.
? Provide feedback to associates and deliver corrective action and termination of employees in accordance with company policy.
? Answer questions and recommend solutions to address customer complaints.
? Reviews carrier, customer, and agent feedback and takes appropriate action.
? Develops, implements, and manages processes to ensure that policies meet required specifications for quality.
? Identifies and analyzes issues, defects, and other problems, recommends, and facilitates solutions to these issues.
? Provide communication and follow up to ensure associates are fully informed of all current information related to products, procedures, customer needs and company-related issues, changes or actions.
? Meet regularly with Breathe Easy Leadership Team and provide detailed reporting on the overall performance of the team.
? Develop and maintain interdepartmental partnerships to resolve customer issues.
? All other duties as assigned.

What You?ll Bring To The Table
? High School Diploma or GED; Bachelor's degree preferred. 1-2 years progressive leadership experience required, preferably in a call center environment.
? Currently possess an Unrestricted Resident Property/Casualty Producer's License
? Strong verbal and written communication skills, computer skills, including Microsoft Office programs and adaptability.
? Ability to think analytically to identify qualitative or quantitative trends and recommend appropriate actions.
? Effective problem solving/process improvement skills used to identify and resolve operational, customer-facing and/or employee relations problems.
? Three years of experience leading a quality assurance program in a fast-paced, high volume contact center environment supporting the insurance industry.
? Five years of contact center leadership experience.

Why work for us?

Check out this list of a few of the many good reasons why we are a Top Workplace:
? Starting base salary $51,150.00 -$66,000.00 +10% bonus potential+ monthly commission 401(k) + benefits.
? We are the nation?s largest interlock provider, and our Mission is to help people live and drive responsibly.
? Mindr won the 2023 Top Workplace Award locally and nationally?and 2024 Best Place for Working Parents Award
? Growth Oriented- 7 years of over 10%+ growth annually. Doubled in employee size over the past 2-3 years.
? A comprehensive and highly competitive benefits package, including:
? Dental Insurance
? Health Insurance
? Vision Insurance
? 401(k)
? Paid Holidays
? Paid Time Off
? Ongoing Professional Training online via Litmos
? And more

Equal Opportunity Employer

It is and will continue to be the policy of CST, LLC to practice a program of equal employment opportunity designed to assure that employment and advancement opportunities are made available to all employees and applicants based on individual qualifications and without unlawful regard to race, religion, color, veteran status, national origin, disability, age, gender identity, sexual orientation, sex or genetic information.