Job Description

The Supervisor of the Customer Solutions Center 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 supervisor will create a culture that embodies our brand as a resource partner and advocate for agencies and the customers they service.

They will leverage local presence to develop deep relationships to drive service execution and utilize its full complement of IA resources to drive an efficient organization. This role will also have Marketing Representative and agency relationship responsibility in support of our six-state footprint. The core accountability of this role is to mentor associates, be accessible, responsive and find solutions for our customers.

This is a working Supervisor position. The Supervisor needs to be able to both manage a team, change the management process and create and implement meaningful process improvements. The Supervisor will be involved in primarily the auto and motorcycle lines of businesses and in many cases may represent the Director or Vice President of the Customer Solutions Center.

RESPONSIBILITIES

• Fosters an environment that is team oriented, customer responsive, and quality driven.
• Trains, guides, monitors, and develop associate performance to improve customer experience. Acts as a change agent to develop representatives to achieve company goals.
• Conducts side by side/observations and provides overall support on the floor (escalations, and questions).
• Completes monthly call and transaction quality review; facilitates coaching sessions; creates developmental action plans and performance evaluations.
• Leverages Workforce Management applications to manage intraday performance.
• Approves and submits accurate timesheets and reviews attendance records.
• Identifies and communicates trends to the Customer Service Director, makes recommendations, initiates and participates in project teams to improve processes/procedures.
• Build effective working relationships with peers; counterparts; and members of other functional areas of the company to encourage a team focus on implementing/supporting/achieving business goals and objectives.
• Increase team productivity, flexibility and knowledge to respond to changing business and customer needs.
• Guide team ensuring accurate quality work, efficient workflow solutions, effective underwriting practices and superior customer service.
• Effectively manage an omni-channel contact center, including voice calls, text messaging, and live chat platforms.
• Own or participate in strategic initiatives as assigned.
• This role will be required to work rotating Saturdays from 9am – 2pm.

QUALIFICATIONS

• A bachelor’s degree from a four-year college or equivalent work experience.
• Experience in a leadership position or previous supervisory experience.
• Strong customer service and/or underwriting background required.
• Personal Lines Auto experience required.
• Able to work independently, but equally effective in a team.
• Property and Casualty Insurance license preferred; candidates must be willing and able to obtain license within one year of employment.

SALARY RANGE

The pay range for this position is $70,000 to $102,500 annually. Actual compensation will vary based on multiple factors, including employee knowledge and experience, role scope, business needs, geographical location, and internal equity.

PERKS & BENEFITS

• 4 weeks accrued paid time off + 9 paid national holidays per year
• Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
• Annual 401(k) Employer Contribution
• Free onsite gym at our Woodbridge Location
• Resources to promote Professional Development (LinkedIn Learning and licensure assistance)
• Robust health and wellness program and fitness reimbursements
• Various Paid Family leave options including Paid Parental Leave
• Tuition Reimbursement

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 mid-Atlantic, 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”.

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