Customer Services Supervisor

Location: Van Wert, OH

Work Model: Hybrid

Position type: Full-Time

About the Company 

Central Insurance has been family owned and operating since 1876, and we’re just getting started. We’re a property and casualty insurance group that believes great work starts with Integrity, thrives on strong Relationships, and never settles for less than Excellence. With over $2B in assets and an A (Excellent) A.M. Best rating, we offer stability, opportunity, and a team you’ll actually enjoy being part of. We make a difference for our policyholders by providing excellent service and being there in the greatest times of need.

About the Role

We’re a team of employees passionate about delivering best-in-class customer service and driving innovation in claims management. Integrity, relationships, and excellence are at the heart of everything we do.

Our employees fully utilize their talents and bring their best selves to work. We believe who you are is just as important as what you do!

Be the Voice Behind Exceptional Customer Experiences

At Central Insurance, our customers count on us to make insurance interactions simple, helpful, and meaningful. Our Customer Service team is at the heart of that mission—delivering outstanding support, solving problems, and building trusted relationships every day. As a Customer Service Supervisor, you'll help policyholders and agents navigate billing and policy questions, provide solutions that make a difference, and contribute to a culture focused on service excellence. If you're energized by helping others, solving challenges, and creating positive customer experiences, we'd love to have you join our team.

What we are looking for

• Bachelor’s degree and 1 year customer services experience
• 3 years customer services experience
• Occasional travel for purposes of training and leadership development  
• Experienced people leadership- preferred

What you’ll do

• Proactively perpetuates the culture, embraces Central’s core values, and supports Central’s services mission

• Demonstrates a hospitality mindset reflective of the expectations set forth including building rapport, credibility, a positive attitude, and teamwork to all customers

• Builds relationships, communicates, and collaborates with peer services leaders and all other internal/external stakeholder

• Communicates strategy and priorities, sets expectations, holds team accountable, and gets results.

• Leads, develops, and mentors team through onboarding and subject matter expertise training progression

• Ensures team is providing proactive customer service by appropriately setting expectations, building rapport, and responding to requests timely

• Seeks continuous improvement opportunities and proposes solutions

• Monitors, evaluates, and coaches performance of team members

• Conducts monthly check-ins and annual performance appraisals 

• Manages productivity/efficiency, quality, accuracy, and timeliness

• Interviews and assists in the selection of new employees

• Leads project work and initiatives as assigned

• Assists with production duties and services external customers as needed 

• Reports workload and employee productivity to stakeholders; analyzes and makes suggestions on improvements

• Assists manager in analyzing workloads, staffing and resources

• Distributes internal reports

• Ensures proper systems access to vendor sites

• Oversees and co-owns the billing system

• Regular attendance at required meetings, training events, and business functions is an essential function of this role. Periodic travel may be required to support these activities.

Hiring Range

$63,700–$85,000 represents typical starting salaries and is a portion of the full pay range for the role.

Starting pay is determined based on several factors, including relevant experience, education, skills, and certifications. The full pay range is broader and is designed to provide employees with meaningful opportunities for salary growth as they develop their skills, increase proficiency, and advance in the role.

Total Rewards

Central establishes base pay based on several factors including labor market data and an evaluation of candidate qualifications relative to role requirements. Base pay is one component of a comprehensive total rewards package designed to support employees’ financial, health, career, and retirement objectives.

Central provides extensive health and wellness benefits to promote flexibility, work-life balance, generous paid leave, and long-term financial security.

For more information, see Central Insurance Benefits.  

Work Authorization 
Central will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1(including those with OPT or CPT), H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer 
It is the policy of Central that all recruiting, hiring, training, compensation, overtime, job classification and assignment, facilities, promotions, transfers, employee treatment and all other terms and conditions of employment shall be maintained in a manner which will not discriminate against any person because of race, color, age, sex, national origin, ancestry, religion, marital status, military status, or disability.  The applicant should respond to questions on this application in a way that will not divulge such information. #LI-SB1 #LI-Hybrid