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POSITION SUMMARY:
Professional supporting the department by applying knowledge of workers compensation insurance, workers compensation regulations, and Chesapeake Employers’ business processes to the accomplishment of the following:
- Supervises assigned Customer Service staff
- Contributes to the development and maintenance of standard operating procedures
- Participates in training for new and existing employees
- Acts as co-administrator of call center technology systems by overseeing the daily performance of all applications
DUTIES AND RESPONSIBILITIES:
- Supervises assigned Customer Service Staff.
- Responsible for the development and maintenance of standard operating procedures.
- Develops and delivers training programs such as the 90 day training and assimilation program for new hires. Creates and delivers remedial training in conjunction with development plans approved by the department leader.
- Provides direct feedback and coaching for Customer Service Representatives and implements corrective actions as necessary. Conducts performance management responsibilities for staff.
- Will oversee operations in the absence of the Manager.
- Participates in the hiring and selection process.
- Supports Operations Manager in ensuring data integrity and proper functioning of the telephonic system on a daily basis.
- Manages vendor relationships.
- Must remain current in regulatory issues and guidelines impacting the workers compensation industry.
SKILLS, EDUCATION AND EXPERIENCE:
- AA degree and 3-5 years P\C insurance industry experience required.
- 4-6 years customer service experience.
- WCP or equivalent required.
- Professional demeanor and strong interpersonal and listening skills, professionalism and emotional intelligence.
- Preferred supervisory experience or leading projects for the company
- Excellent oral, written and interpersonal communication skills
- Excellent listening and analytical skills
- Strong knowledge of customer care processes, protocols and techniques.
- Demonstrated ability to work well in a team environment
- Dedicated to providing exceptional service
- Expertise in customer service management systems/applications preferred.
- Advanced PC skills including, but not limited to, working knowledge of MS Word, Outlook, Excel and Power Point required.
- Bilingual skills preferred.
POSITIONAL COMPETENCIES:
- Bias for Action
- Knowledge Sharing
- Deliver Results
- Service and Sales Excellence
- Personal Leadership
- Teamwork and Communication
PHYSICAL DEMANDS:
While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms. The employee is occasionally required to stand, walk, stoop, kneel, crouch or crawl. The employee may occasionally lift up to 30 pounds. Specific vision abilities are required, which include close vision, peripheral vision and the ability to adjust focus.
WORK ENVIRONMENT:
Office Environment. The noise level is usually moderate.
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