Lead Customer Care Team - Columbus, United States - Assurant

Description

The Customer Care Specialist Job Family Is Responsible

For providing front line, direct contact with clients and customers.

This is principally done through receiving or placing telephone calls, however mail, express delivery, fax and other electronic methods (e-mail) are also possible means of communication.

Uses computerized system for tracking, information gathering and/or trouble shooting the items raised by the client/customer.
Recognizes consistent problem areas and reports to higher level for action.
Seeks to retain account and/or suggest and encourage use of other services and products.
Depending on area may promote and sell products and/or services and enter or confirm sales.
Responds in a timely manner.
Follow standard procedures and policies with more senior levels using greater latitude and judgment in responding to customers.

Primary Job Accountabilities/Responsibilities

Lead, organize, motivate and coordinate the day to day work flow activities of associates that perform the duties required of a Customer Care Specialist or Sr.

Customer Care Specialist to ensure deadlines/SLA's are met
Act as a SME for department to answer procedural questions and assist in resolving complex or escalated issues
Assist with inbound/outbound activity and/or assigned projects
Ensure cooperation and coordination with other departments in the company
Utilize knowledge of team, procedures, trending and call center reporting to recommend process improvements and efficiency gains.
Ability to work in multi-client/functional environment
Assist in developing revised standards and methods
Handle highly escalated supervisory type calls and other temporary assignments
Mentor team based on low production or quality results.

Oversee training of new hires and associate cross training initiatives, in addition to the creation and facilitation of training, as needed.

Education

Overtime and/or Saturday hours may be required.

High school diploma/GED required
4-year degree or equivalent work experience preferred

Knowledge And Skills

Knowledge of all of the duties of the Customer Care Specialist and Sr. Customer Care Specialist positions
Strong computer skills, (ability to create, edit and analyze spreadsheets)
Advanced skills at effective listening and communication (verbal/written) with internal and external personnel/customers/clients
SME for Customer Care procedures, call processing & soft skill techniques.
Strong attention to detail
Proven ability to successfully prioritize and plan to meet goals
Demonstrates leadership skills
Works well in a fast paced/high stress environment
Ability to easily adapt well to change and encourage others to do the same
Works well in team environment and as an individual contributor
Expert skills in thinking outside of the box to resolve complex/escalated problems

Ability to effectively relay accurate and detailed information to various parties via in-bound and out-bound telephone calls, in team meetings, training sessions, and our clients.

Previous Experience

3 years customer service in an insurance, banking, finance, mortgage lending or related experience
2 years demonstrated leadership experience

Pay Range

$20,03 - $33,05

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

Helping People Thrive in a Connected World

Connect with us. Bring us your best work and your brightest ideas. And we'll bring you a place where you can thrive. Learn more at

For U.S. benefit information, visit For benefit information outside the U.S., please speak with your recruiter.

What's the culture like at Assurant?

Our unique culture is a big reason why talented people choose Assurant.

Named a Best/Great Place to Work in 13 countries and awarded the Fortune America's Most Innovative Companies recognition in 2023, we bring together top talent around the world.

Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview

Assurant is a leading global business services company that supports, protects, and connects major consumer purchases.

A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world's leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement

Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

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