[Hiring] Customer Service Supervisor @Stillwater Insurance Group

Role Description

Join our collaborative team where effort and work ethic get noticed. Enjoy a positive, friendly, energetic work environment with accessible leadership, where you will have the opportunity to learn the insurance industry and valuable skills while we invest in your future career with us.

The Customer Service Supervisor leads and supports a team of Customer Service Representatives to deliver exceptional service experiences. This role is responsible for overseeing daily operations, coaching and mentoring staff, resolving escalated customer issues, and ensuring service standards and performance goals are met. The Supervisor serves as a key liaison between frontline staff and leadership, driving continuous improvement in customer satisfaction and team performance.

This is a remote work from home opportunity.

Key Responsibilities

• Supervise and support Customer Service Representatives, ensuring consistent service quality
• Review and evaluate employee performance; provide ongoing coaching and individual feedback
• Identify training needs and conduct or coordinate training as necessary
• Complete annual performance reviews
• Coordinate recruiting and onboarding of new team members
• Approve weekly timecards and support scheduling needs
• Serve as the primary point of escalation for customer complaints, concerns, and inquiries, ensuring timely resolution
• Prepare and deliver weekly and monthly performance and service metrics reports to the AVP, Customer Service
• Promote a positive, collaborative, and service-oriented team culture
• Support department initiatives and perform additional duties as assigned by the VP, Customer Service

Qualifications

• Bachelor’s degree or university program certificate
• OR Six (6) or more years of related experience and/or training
• OR An equivalent combination of education and experience
• P&C Agent license

Requirements

• Strong customer service orientation with the ability to manage difficult or escalated situations
• Excellent verbal and written communication skills
• Ability to read, interpret, and write procedural documentation and reports
• Strong mathematical and analytical skills, including the ability to interpret metrics and performance reports
• Proven problem-solving and decision-making skills
• Strong organizational skills with the ability to manage multiple priorities and deadlines
• Proficiency with customer service software, reporting tools, and standard word-processing applications
• Ability to work independently and collaboratively across teams and levels
• Demonstrated attention to detail and sound judgment
• Flexibility and adaptability in a fast-paced, changing environment

Knowledge, Skills, and Competencies

• Problem Solving: Gathers and analyzes information, develops alternative solutions, and applies sound reasoning
• Interpersonal Skills: Resolves conflict constructively, maintains confidentiality, listens actively, and remains open to new ideas
• Customer Service: Responds promptly, manages emotional situations effectively, and meets service commitments
• Teamwork: Encourages collaboration, builds morale, and supports team success above individual interests
• Managing People: Develops staff, provides regular feedback, includes team members in decisions, and improves processes
• Adaptability: Manages change, competing demands, and unexpected challenges with professionalism
• Dependability: Follows through on commitments, meets deadlines, and demonstrates accountability
• Ethics: Acts with integrity, treats others with respect, and upholds organizational values

Why Consider This Role?

This is an excellent opportunity for experienced customer service professionals looking to grow their leadership skills, influence service strategy, and make a meaningful impact on both customer experience and team development.

Apply today to grow your career with Stillwater Insurance Group. Employment offers are contingent upon successful completion of a background investigation and pre-employment drug screening. Stillwater Insurance Group is a drug-free workplace and an equal opportunity employer.