Lead Customer Service Supervisor

Why work with us?

The North American branch of Generali Global Assistance offers a diverse and inclusive work environment while employees work towards making real difference in the lives of our clients. As an Organization, we pride ourselves with offering white glove service while being mindful of corporate responsibility and our environmental footprint.

Employees enjoy a plethora of benefits to include:

• A diverse, inclusive, professional work environment
• Flexible work schedules
• Company match on 401(k)
• Competitive Paid Time Off policy
• Generous Employer contribution for health, dental and vision insurance
• Company paid short term and long term disability insurance
• Paid Maternity and Paternity Leave
• Tuition reimbursement
• Company paid life insurance
• Employee Assistance program
• Wellness programs
• Fun employee and company events
• Discounts on travel insurance

Who are we?

Generali Global Assistance is proudly part of the Europ Assistance Group brand and our products utilize a number of corporate and product brands. The brands for our North American team include the following:

• CSA: US travel insurance brand for retail and lodging partners. Learn more here.
• Generali Global Assistance (GGA): The primary Corporate brand in the United States for our travel insurance, travel assistance, identity and cyber protection, and beneficiary companion products. Learn more here.
• GMMI: the industry standard for global medical cost containment and medical risk management solutions. Learn more here.
• Iris, Powered by Generali: identity and digital protection solution. Learn more here.
• Trip Mate: US travel insurance brand for tour operator, cruise and airline partners. Learn more here.

What youll be doing.

Job Summary:

Reports to the Operations Manager. The Lead Customer Service Supervisor provides initial and ongoing training to Customer Service Representatives. The position also assists representatives in providing excellent Customer Service and handles any escalated calls that arise. This position will supervise a team of up to 15 Customer Service Representatives. Works in collaboration with CSD Leadership and Account Managers while providing direction, leadership, coaching, and mentoring to the assigned Team.

Responsible for performance management of assigned team members; ensures that work is distributed equitably amongst team members; Instructs and guides the assigned team and manages daily tasks related to active and past cases according to Client Specific Procedures. Is accountable for the efficiency and quality assurance of procedures. Is responsible for general oversight of the Teams performance and adherence to Company Policy. Approves and/or denies all requests for time-off as permitted under Company Policy with agreement of Operations Managers or Director.

Requirements:

• Minimum 2 years experience in a current Customer Service Department (CSD), or equivalent call center environment within the industry.

• Prior knowledge and experience in healthcare, insurance, and multi-lingual Assistance/Call Center environments.

• Prior experience in ISO or other Quality Assurance Management programs is highly desired.

• Excellent verbal and written communication skills and ability to manage and prioritize tasks.

• Excellent presentation and training skills.

• Excellent motivational and problem-solving skills.

• Multilingual with excellent English language skills.

• Excellent interpersonal skills necessary to interact positively with clients, providers, and internal staff. Must represent the organization in a professional and knowledgeable manner.

• Advanced knowledge of medical terminology and the US healthcare system.

• Essential computer skills: MS Office (Word, Excel, Power Point and Outlook), advanced typing skills and Internet research.

• Strong time management: Ability to prioritize duties and manage workload in an effort to complete all duties in a timely manner.

• Ability to define problems, collect data, establish facts, and draw valid conclusions.

• Ability to apply concepts of basic algebra and geometry to tasks such as reporting and testing.

• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form.

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

• Ability to write routine reports, business correspondence and procedure manuals.

• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

• High stress tolerance.

• Flexible to support the needs of the 24/7 Customer Service Department.

• Prior supervisory or management experience.

Education/Certifications:

• Associates degree or equivalents.

• Preferred Licensed in Property & Casualty and Accidental & Health insurances.

Where youll be doing it.

This is a hybrid role based out of our Pembroke Pines, FL office. As a hybrid role, you will be working onsite 2-3 days a week and working from home 2-3 days a week after the successful complete of a 90-day on site training period.

When youll be doing it.

While there is some flexibility in the hours, this department is a 24/7 operation.

Apply today to begin your next chapter.

Dont meet every single requirement? At Generali Global Assistance, we are dedicated to building a diverse, inclusive and enriching workplace, so if youre excited about this role but your past experience doesnt align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

California Residents - Privacy Notice for California Residents Seeking Employment with Generali Global Assistance is available here: https://us.generaliglobalassistance.com/privacy-notice-for-california-residents-seeking-employment/

The Company is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy. Equal employment opportunity is provided to all employees and applicants for employment without regard age, race, color, religion, creed, sex, gender identity, gender expression, transgender status, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, sexual orientation, national origin, ancestry, ethnicity, citizenship, genetic information, marital status, military status, HIV/AIDS status, mental or physical disability, use of a guide or support animal because of blindness, deafness, or physical handicap, or any other legally protected basis under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, classification, placement, promotion, termination, reductions in force, recall, transfer, leaves of absences, compensation, and training. Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of Human Resources. The Company will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. All Company employees are responsible for complying with the Companys Equal Opportunity Policy. Every employee is to treat all other employees equally and fairly. Violations of this policy may subject an employee to disciplinary action, up to and including termination of employment.