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Customer Service Supervisor
Kemper Corporation
St Louis, MO, United States
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Description
Position Summary:
Kemper is seeking a Call Center Supervisor to work at our life and health headquarters located in the Westport area of Maryland Heights. You will supervise and support the daily operations of the Claims Customer Service Unit. This position reports to the Director of Policy Administration and is responsible for training and coaching assigned staff, answering questions and solving problems, assuring quality and service levels are met.
Position Responsibilities:
• Using independent discretion and judgment, responsible for the supervision of staff. Motivates, trains, counsels, communicates performance standards and provides feedback to assigned staff.
• Maintains an acceptable service level by ensuring that phones are consistently covered and answered in a timely and professional manner.
• Monitors incoming phone calls on a regular basis, evaluates customer service techniques, and recommends solutions for improvement to make certain that customers are treated with respect and claims are entered accurately and in a timely manner.
• Fosters employee retention through clear communication of expectations and performance in all measurable areas. Acknowledges and recognizes employee accomplishments and provides feedback where improvement is needed.
• Responsible for handling escalated calls.
• Responsible for handling internal help line for service representatives.
• Researches service issues and interacts with other departments to compare quote to policy to locate rating errors.
• Maintains and updates performance and attendance files on direct reports on a daily basis.
Position Qualifications:
• Bachelor’s Degree or equivalent experience preferred
• Prior supervisory experience in a call center environment preferred
• 2 years of life insurance or claims experience preferred
• Bilingual—Spanish/English preferred
• Excellent verbal, written, interpersonal, and organizational skills.
• Proficiency in Word, Excel, Power Point, and Outlook required.
• Writing skills assessment will be required.
Our employees enjoy great benefits:
• Qualify for your choice of health and dental plans within your first month.
• Save for your future with robust 401(k) match, Health Spending Accounts and various retirement plans.
• Learn and Grow with our Tuition Assistance Program, paid certifications and continuing education programs.
• Contribute to your community through United Way and volunteer programs.
• Balance your life with generous paid time off and business casual dress.
• Protect what you love with discounts on home and auto insurance products.
• Get employee discounts for shopping, dining and travel through Kemper Perks.
Kemper at a glance
With $8 billion in assets, Kemper is one of the nation's leading insurers. The Kemper family of companies specializes in home, auto, life, health and valuables insurance products for individuals, families and businesses.
Kemper’s underwriting companies* are rated A- (Excellent) by A.M. Best Company, the leading insurance industry rating authority. Kemper services six million policies and ranks among the top 25 personal lines property and casualty writers and the 2016 Ward’s 50 Top Performers list of life insurance companies.
*Alliance United Insurance Company is not rated.
We value diversity and strive to be an employer of choice. An Equal Opportunity Employer, M/F/D/V
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