PURPOSE OF THE JOB:

The Field Support team provides excellent service to field personnel (agents, Sales Associates, Customer Services Representatives (CSR’s), Field Leadership (e.g., MLGAs, RFE’s) for  P&C line of business. The Lead, Field Support Specialist helps oversee daily call center operations and supports productivity of the call center. This may include but is not limited to providing call center team members with guidance, mentorship, and training on questions and issues that arise. The Lead, Field Support Specialist assists with special projects, stretch assignments, and unusually complex agent situations. In addition to helping ensure the call center is properly staffed with confident and capable team members, this role will assist with identifying key goals, metrics, and help with evaluating workflow processes and procedures.

ESSENTIAL FUNCTIONS:

• Answers telephone calls and responds to emails promptly.

• Coaches, mentors, trains, and motivates new and current Field Support Specialists.

• Assists with setting goals and providing constructive feedback.

• Collaborates with Field Support Center leadership and other cross-functional teams to improve customer service processes and procedures.

• Manage and monitor operational responsibilities for the team on a day-today basis such as escalations, communication, and creation of process.  

• Handles complex customer inquiries and escalated complaints in a manner that preserves customer satisfaction.

• Analyzes customer service data to identify trends and areas for improvement.

• Provides input on resources planning, policy development and setting guidelines.

• Assists with monitoring the production and respective results of the team, including monitoring workflow and work queues.

REQUIRED QUALIFICATIONS:

• High school diploma.

• Six to eight years of experience.

• Supervisory/management experience not applicable.

• Additional Qualifications:

o Minimum of four years of customer service experience.

o Six years of experience in agent/customer service.

o In-depth knowledge of P&C applications and products.

PREFERRED QUALIFICATIONS:

• Insurance designation.

OCCUPATIONAL REQUIREMENTS:

• The position requires ability to effectively communicate with others to exchange information.

• A person in this position normally receives little instruction on day-to-day work and receives

general instructions on new assignments.

• The position requires physical presence in company office on part-time or full-time basis.

• No adverse working or environmental conditions expected.

• This position is an Individual Contributor.

The base salary range provided below is for hires in those geographic areas only and will be commensurate with candidate experience. Pay ranges for candidates in other locations may differ based on the cost of labor in that location.