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Director Customer Service
Kemper Corporation
Dallas, TX, United States
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Description
Position Summary:
Kemper is seeking a Director, Customer Service to work in our Dallas, TX office.
Our Dallas office offers a great work environment including onsite workout facilities and onsite cafeteria. The office is conveniently located at the intersection of LBJ/635 Fwy and Interstate 75.
Position Responsibilities:
• Manages and continually optimizes Sales and Service metrics, processes and procedures
• Designs and implements streamlined and best in class processes and practices that are focused on increasing operational efficiency, improving sales conversion and improving overall customer satisfaction.
• Sets departmental and individual performance standards that are aligned with the service goals of the company and makes decisions regularly on taking any necessary corrective action measures. Oversees the delivery and continued development of a standardized training program for the Sales & Customer Service Organizations.
• Assists Customer Service Manager and Sales Supervisors in troubleshooting customer inquiries and issues that require special handling, and models appropriate customer service practices when responding to customer inquiries and inquires.
• Provides accurate and timely feedback and information to other internal department, as appropriate, and to senior leadership regarding service successes and service failures along with recommendations for how to address any service issues.
• Demonstrates effectiveness as a call center leader through own personal actions and leadership that enhances operations and achieves revenue expectations, while demonstrating the customer orientation that supports the company brand.
• Directs staffing levels, training and performance evaluations to develop and improve the Sales and Customer Service Organizations.
• Manages departmental budgets by analyzing and controlling expenditures of the department in order to conform to company and departmental established budgetary requirements.
Position Requirements:
• Bachelors Degree required.
• Minimum of 10 years of call center experience.
• Insurance industry experience preferred.
• Demonstrated success in guiding a customer service center.
• Must have outstanding verbal and written communication skills as well as leadership and interpersonal skills with the ability to multi-task in a customer based environment.
• Proficiency in Microsoft Excel, Word, and PowerPoint are essential.
• Skills in budget preparation and fiscal management required.
• Must have ability to foster a cooperative work environment.
• Employee development and performance management skills required.
• Required skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
• Must have ability to work effectively with a wide range of constituencies in a diverse community.
• Must have ability to analyze and solve problems.
• Must have ability to supervise and train staff, including organizing, prioritizing, and scheduling work assignments.
• Must have ability to develop, plan, and implement short and long-range goals.
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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