Team Lead, Customer Care Independent Agent Channel - Woodbridge, United States - Plymouth Rock Assurance

Plymouth Rock Assurance

Verified Company

Woodbridge, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Overview:

The Team Lead will be responsible for working collaboratively across the organization to develop and deliver a customer experience that differentiates Plymouth Rock as a premier service organization.

The team lead will create a culture that embodies our brand and work collaboratively with supervisors to utilize its full resources to drive an efficient organization in delivering the highest quality.

They must be a problem solver who demonstrates the highest standard of quality service, flexibility, commitment and courtesy in dealing with customers and co-workers.

The Team Lead will be involved in all lines of business and in many cases may represent the Supervisor or Director of Customer Solutions.

Essential Functions and Responsibilities

Foster an environment that is team oriented, customer responsive and quality driven
Develop staff through realtime feedback, coaching, and ongoing training
Identify key trends and implement process for communicating, tracking, and resolving root cause
Proactively assist in call handling and processing of daily department workload to ensure we meet service standards
Monitor queues to ensure associates remain available for our customers
Develop, coach and train new employees and existing associates in accordance with department service objectives, regulatory changes, and major process improvements
Assist in documenting and maintaining department procedures
Be available and approachable to address thoughtfully complaints, questions and inquiries
Function in supervisory capacity when the supervisor is unavailable or/and out of office
Capable of working independently with mínimal supervision
Set a professional example in both approach and work ethic
Team lead should be available to work all shifts including a rotating Saturday shift
Other duties and special projects as assigned

Qualifications and Education:

A four year college degree and P&C license is preferred
Prior or current experience in a customer facing role
Plymouth Rock product knowledge is preferred and underwriting experience is a plus
Ability to adapt and remain positive in an ever changing environment
Excellent organizational skills
Exceptional analytical, critical thinking and problem solving skills
Excellent written and oral communication skills
Ability to multitask and work in fast paced environment
Ability to listen and demonstrate good judgment while providing superior service
Excellent technical skills required, including the Microsoft Office Suite

About the Company

The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner's insurance throughout the Northeast and midAtlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of "A/Excellent"._