Kaplansky Insurance Looking for Client Service Manager at Needham Heights, MA Full Time

A customer service manager oversees a team of people who respond to inquiries from prospective, current and past customers. A successful customer service manager uses both technical expertise and interpersonal skills to run a contact center. The person is a manager and a leader.

Duties and responsibilities of a customer service manager

• Supervise customer service team. Supervisory duties include coaching, training, and motivating staff to perform effectively. Customer service managers must also create an environment where employees feel valuable to the organization.
• Respond to customer inquiries. Customers reach out to customer service teams when they have questions about products or services. Staff may interact with customers across several channels, including phone, email, and chat. The Customer Service Manager must ensure that responses are accurate and provided in a timely manner, regardless of the channel.
• Develop policies and procedures. Policies and procedures make up the playbook that customer service agents follow to resolve customer inquiries. Policies and procedures must balance satisfying customer needs and supporting the goals of the organization. They require constant review and revision as a customer’s needs change and the business evolves. Implementing the Agency standard, policies, and workflow procedures.
• Focus on customer satisfaction. This means addressing customer “pain points,” adjusting policies and procedures, ensuring agents are well-trained, measuring customer satisfaction and responding to customer feedback. Higher satisfaction can lead to larger spending, higher customer retention, and favorable referrals. While customers may not always get the response they want, managers must ensure the message is delivered in an effective manner. And if possible, alternative options should be provided to the customer.
• Train staff. Training is essential for new hires — and current employees — to be successful in their jobs. Training activities for new and veteran agents may include classroom lectures,role-playing and interactive videos. Ongoing training is just as important as training at the time of hire, as it provides employees with the opportunity to learn new skills and climb the career ladder.
• Carriers/Outsource Processing. Work closely with our carriers and outsource the processing department.
• Develop goals and report progress. There are many contact center metrics that could be monitored and reported on. But the key is to determine which metrics are the most important to the organization and create goals and objectives around those. Progress toward those goals must also be reported at the individual, team and department levels on a regular basis.
• Continue to learn. The practices and tools that support a customer service organization are constantly evolving. Managers should constantly read articles, participate in webinars and attend conferences to stay up to date on technology changes and practices.

Qualifications and requirements of a customer service manager

• Previous related work experience. The customer service manager position is not an entry-level role, so previous experience interacting with customers and leading a team of employees is essential. But this does not mean the individual must have worked in a customer service organization in the past. People with retail backgrounds who regularly interacted with customers likely have these — or related — foundational experiences.
• Strong communication skills. Successful leaders can communicate with team members across a variety of media. Leaders must be able to share and receive information, requiring strong verbal and written communication skills. Communications can be both formal and informal, and the customer service manager must be able to adjust communications for their target audience.
• Strong leadership skills. The Customer Service Manager must be able to work with people with different needs. They must also create an environment and reward system that will motivate employees to perform at their peak.

Customer Service Manager Qualifications

• Strong decision-making skills
• Managing and improving processes
• Staffing
• Licensed (property & casualty)
• Designations (present or future)
• Tracking budget expenses
• Analyzing information
• Developing standards

Job Type: Full-time

Pay: $75,000.00 – $95,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Needham Heights, MA 02494: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 5 years (Required)

Work Location: One location