Plymouth Rock Assurance

Call Center Supervisor

Job Locations US-MA-Boston
ID
2021-2290
Category
Customer Service
Type
Regular Full-Time

Who are we?

Plymouth Rock takes pride in being recognized by The Boston Globe as a Top Place to Work for 2020. We are a leading auto and home insurance provider servicing customers across 6 northeast states. Our headquarters are in the heart of Boston, across the street from the iconic South Station.

 

What you’ll be doing?

As a Customer Service Supervisor in our Customer Solutions team, you will oversee a team of Customer Service Representatives delivering superior experiences in our call center. Our callers expect outstanding customer service when they contact us by phone, email, and text. Specifically, this Customer Solutions team services all homeowners’ policies. This is a dynamic, fast-paced environment in which you’ll use critical thinking, leadership, and learned technical skills to coach employees and solve customer problems.

 

Knowledge, Skills, and Abilities required:

  • Strong customer and team interpersonal and leadership skills with the ability to motivate others.
  • Sound problem resolution skills.
  • Excellent phone skills, with the ability to impart the same in staff
  • Eye towards constant improvement of processes and the customer experience
  • Strong analytical skills and proven ability to identify and analyze trends and key service issues and recommend corrective action
  • Analytical skills include high technological proficiencies in spreadsheet and other applications
  • Ability to effectively evaluate complex information and make appropriate decisions.

Education & Experience:

  • 1-3 years of supervisor experience in call center or similar environment
  • Bachelor’s degree preferred
  • Experience in insurance preferred

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