Customer Experience Supervisor

In this role:

We are looking for a passionate people leader who will be responsible for empowering the team members under them, working on special projects, and handling escalated customer situations. You'll ensure that all of our customers have an excellent experience while ensuring your team hits all their goals.

There are three areas of responsibility of a Customer Experience Supervisor:

• Coach team members and develop team members for growth and career advancement
• Develop individual goals to ensure team hits all KPIs
• Work on small projects

What will you do:

• Coach team members on best practices related to customer interactions and efficiencies.
• Audit calls to ensure consistency amongst team members in product knowledge, insurance knowledge, and the Customer Experience.
• Handle customer escalations via phone, email, and chat.
• Work with the training team to develop and plan training sessions.
• Work with the product team to help brainstorm ways to improve the customer and internal team experience.
• Implement department vision and goals within your team.
• Lead work on projects which have an impact on your team.
• Keep the team motivated and focused while being accountable for team performance.
• Maintain accurate and precise documentation on employee performance.
• Utilize analytical skills to assess employee behaviors and trends, providing coaching and guidance to develop actionable plans that align with departmental goals.
• Approve employee time cards accurately and timely.

What you will need:

• Availability to work 8:00am to 7:00pm CST Monday - Friday and 8:00am - 5:30pm CST on weekends.
• Minimum of 12 months leadership experience in a Call Center environment (required).
• Proven track record of meeting or exceeding KPIs.
• Strong active listening skills and able to communicate clearly.
• Demonstrated ability to remain friendly under pressure and resilient to negativity.
• Ability to multitask, prioritize, and manage time effectively.
• A tactful, timely sense of humor is also a must. We're getting funnier but we can still be funnier-er.
• Ability to quickly adapt in a fast-paced work environment.
• Ability to maintain the highest level of confidentiality, ensuring that sensitive information is handled with integrity and discretion at all times.
• Knowledge and comprehension of call center metrics and customer service best practices.
• Active Property & Casualty License.

But wait, there's more:

As a people-first company, your health and well-being is a priority at Clearcover. We offer comprehensive benefits for individuals and families:

• Medical. We offer rich and affordable BCBS plans for you and your dependents. If you select the high deductible health plan, we offer an HRA and contribute to your HSA.
• Dental and vision. We cover 100% of dental and vision premiums for you and your dependents.
• Pre-tax benefits, disability, and life insurance.
• 401(k). We contribute 3%, even if you contribute nothing.

We've also curated a stack of perks and benefits that stretch beyond the expected. Our people have access to:

• Generous vacation, 12 paid holidays, and parental leave.
• Equity in the company (plus an evergreen plan) and an annual bonus program.
• Employee resource groups and mental health workshops.
• Top of the line hardware and meeting free "Focus Fridays".

We're a remote first company, having paved the way for flexible work locations and continue to offer this flexibility. If you are local or in town visiting, you also have the choice to work from our Chicago HQ office. Because we are a remote first company, we ask that your internet can keep up with our pace.

To top it all off, if Clearcover is available in your state, you could have access to an employee discount on auto-insurance! Excited to learn more? Complete the application below!

Clearcover is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.

Did you know that women and minorities are less likely to apply to a position if they don't match 100% of the job qualifications? Don't let that be the reason you miss out on this opportunity! We encourage you to apply anyway. Don't count yourself out!