Customer Service Supervisor

Most new business comes from referrals by existing clients. Personal lines make up about 70 percent of premium. Founded in 1991, we now have 27 employees. Most of the office has been here more than ten years. This is a new role. The team has doubled in size over the past year.

Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. You can work from home anywhere in the US. We have no office requirement. We talk mostly in Slack and hop on quick calls when something needs discussing.

In this role you will:

• Notice repeat problems and report them to your team lead.
• Update customer records accurately.
• Explain bills and payment options and take payments over the phone.
• Look up orders, accounts and shipping status in the CRM and order system.
• Escalate complaints that need a supervisor or another department.
• Meet targets for handle time, quality score and customer satisfaction.
• Transfer calls to the right department with a warm handoff.

What you'll need:

• 8-10 years of customer service, retail, hospitality or call center experience.
• Comfortable using multiple screens and systems at the same time.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.

Miami Valley Assurance is an Equal Opportunity Employer, including disability and protected veteran status.

Job Type: Full-time

Pay: $27.50 - $31.00 per hour

Expected hours: 40 per week

Benefits:

• Health insurance
• 401(k) matching
• Paid time off
• Referral program

Schedule:

• 8 hour shift

Experience:

• Customer Service Representative: 6 years (Preferred)

Work Location: Remote

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Miami Valley Assurance.