INSURANCE CUSTOMER SERVICE UNIT SUPERVISOR WHAT YOU'LL DO: This role is responsible for the daily operations and quality of the insurance customer service unit.
WHO WE ARE: At AAA Washington, we equip our members with trusted service and expertise to confidently travel through life. We provide our members with best-in-class roadside assistance, discounts and rewards, travel services and insurance. For nearly 120 years, we've served our members, not shareholders, so our growth supports innovation for the Club today and for the future. Seeking to reflect the communities we serve and create an inclusive culture, we encourage employees to bring their full self to work and support applicants from all backgrounds, abilities and walks of life to apply
WHY YOU'LL LOVE WORKING AT AAA WASHINGTON: You'll play an important role in bringing AAA Washington's spirit of service and peace of mind to our membership. Consistently ranked as one of the Best Places to Work by Puget Sound Business Journal, we aim for work-life balance across the organization. We support hybrid and remote work options for many positions based in our corporate office (Bellevue, Washington) along with some of the best benefits in the region!
ESSENTIAL DUTIES/RESPONSIBILITIES: - Responsible for performance levels to the Key Performance Indicators, Service Level Agreements, and Annual Operating Plan of the insurance agency to ensure the responsive and quality customer service is delivered and maintained.
- Manage verbal and written communication and conduct one-on-one discussions with customer service agents regarding performance, development, coaching, and mentoring.
- Supports the training and development efforts in conjunction with the Insurance training department.
- Provide regular feedback to CSU Manager regarding customer service agents successes, areas for development, and training gaps, and provide suggestions for improvement.
- Provide guidance and assistance with customer relations and carrier/vendor issues.
- Partner with the training team to identify quality improvements and training gap opportunities.
- Partner with the workforce development team to ensure attendance and schedule information nis timely and accurate.
- Represent the CSU on special projects or initiatives.
- Support and audit policy or procedure changes of the company or insurance companies we represent.
- Conduct all observations and provide feedback on process improvement and professional development.
- Collaborate with internal and external team members (i.e. Travel, ERS, Membership) to ensure issues are promptly acknowledged and resolved.
- Serve as backup for customer service agents or leads during peak periods or vacations as needed.
- Collaborate with carrier partners, underwriting, and management teams to resolve customer and AAA inquiries and issues.
- Act as an AAA Membership Ambassador and support the growth and retention of AAA Washington members.
- Contributes to a positive team dynamic through respectful interactions, positive contributions, and active collaboration to achieve department and organizational goals.
- Incorporates AAA's vision, mission and values in day-to-day activities and behaviors; guides and motivates others to remain committed to AAA's vision mission and values.
SUPERVISORY RESPONSIBILITIES: - Provide direct supervision to the customer service agents.
- Responsible for developing people, improving processes, reducing costs, monitoring quality, delivering results against established objectives, and ensuring a high level of service to internal and external customers.
- Manages assigned employees by recruiting, selecting, orienting, training, coaching, developing, counseling, and disciplining employees; planning monitoring, appraising, and reviewing employee job contributions; maintaining compensation, resolving problems and implementing change.
MINIMUM QUALIFICATIONS: - High school diploma or GED
- 4 years' experience in customer service field
- 2 years' experience leading or mentoring others
- 2 years' experience in contact center technologies and practices
PREFERRED QUALIFICATIONS: - Associate degree (AA) is preferred in business, sales, or related field.
- 2 years' experience working with insurance technology preferred
CERTIFICATES, LICENSES, REGISTRATIONS: - Active Washington State Property & Casualty Insurance license.
KNOWLEDGE, SKILLS, ABILITIES: - Comprehensive knowledge of personal lines insurance including fundamental insurance principles, underwriting and risk selection, and policy provisions and coverage for all agency carriers.
- Knowledge of MS Office and navigating the internet.
- Competent in agency and carrier applications and systems.
- Ability to communicate clearly and professionally both verbally and in writing, including effective use of listening skills.
- Strong sense of urgency and willingness to take extra measures when problem solving and completing tasks.
- Ability to use appropriate interpersonal styles and methods to reduce tension or conflict, relate positively to people in stressful situations, and remain calm under pressure.
- Ability to address multiple demands and adjust style and approach to suit situations that involve rapidly changing tasks, shifting priorities, simultaneous demands, or transitions into new assignments.
- Ability to guide, influence, and motivate others across the organization and externally.
- Capable of mentoring, motivating and guiding others toward both individual and organization goals.
SALARY: - Hiring Range: $ per hour.
- Full Pay Band for the Role: $32.86-$46.00 per hour.
Actual pay will be based on factors such as experience, skills, and internal equity.
BENEFITS WE OFFER: - Health insurance (medical, vision, dental and prescription drug)
- Up to 22 days of Paid Time Off (PTO) in the first year
- Eleven paid holidays in addition to PTO
- 401(k) with Employer Match
- Life, Short-Term Disability and Long-Term Disability insurance
- Flexible Spending Accounts
- 4 Hours of Volunteer Time Off per year
- On-Demand Pay / Earned Wage Access
- Free Premier RV AAA Washington Membership
- Travel, Insurance, and Membership Discounts and Perks
- Paid, on-going training throughout your career
- THRIVE wellness program
- Tax-advantaged commuter benefit
- Free parking
- Financial Literacy Education
WORK ENVIRONMENT & PHYSICAL DEMANDS: - Hybrid work from home and office required.
- The physical environment is typical of a standard office space. It requires the employee to work inside for the duration of work. Must be able to remain in a stationary position, sitting for more than 50% of the time. This position will require occasionally moving about inside the office to access equipment, cabinets, etc. May work around office equipment which could be noisy, such as copiers and fax machines.
OTHER: - Equipment used: Computer, phone, various virtual technologies and programs, other office equipment.
- Travel: Rarely travel.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.
DISCLAIMER:
Position/Job characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
