Experienced Customer Service Manager – Leadership and Development of High-Performing Teams for Enhanced Customer Experience at blithequark

Introduction to blithequark

At blithequark, we are driven by a mission to be a force for good, providing innovative substance use safety, detection, and monitoring products and services that empower individuals to live responsibly and contribute to safer communities. Our guiding principles are rooted in awareness, guidance, and support, never restriction or judgment. As a leader in our industry, we are committed to fostering a culture of continuous improvement, development, and motivational leadership. We believe in creating an environment where our teams can thrive, grow, and make a meaningful impact.

About the Role

We are seeking an exceptional Customer Service Manager to join our team at blithequark. As a Customer Service Manager, you will play a pivotal role in motivating and developing our Customer Service Agents, driving quality service, and enhancing the overall customer experience. Your expertise in leadership, coaching, and process improvement will be instrumental in shaping a high-performing team that consistently meets and exceeds performance targets and revenue goals.

Key Responsibilities

• Select, manage, coach, and develop a team of Licensed Customer Service Agents, focusing on targeted 1:1 sessions to enhance performance and address areas for improvement.
• Foster a winning culture among team members, recognizing successes, motivating associates, and resolving grievances in a fair and timely manner.
• Monitor individual and team results, identifying trends and areas for improvement to ensure the attainment of revenue goals, performance targets, and quality scores.
• Meet and/or exceed key performance indicators such as Customer Service abandon rate, average speed of answer (ASA), policy retention, and quality scores, through effective strategy and team leadership.
• Conduct regular call monitoring, both live and through a structured QA process, to identify strengths and weaknesses in service techniques, technical accuracy, and company policies, providing constructive feedback to associates.
• Deliver corrective action and termination of employees in accordance with company policy, ensuring fairness, consistency, and adherence to procedural guidelines.
• Address customer complaints, providing solutions and recommendations to resolve issues efficiently and effectively.
• Review and act upon carrier, customer, and agent feedback, implementing changes and improvements as necessary to enhance the customer experience and team performance.
• Develop, implement, and manage processes to ensure policies meet required specifications for quality, identifying and analyzing issues, defects, and problems, and facilitating solutions.
• Communicate effectively with associates, ensuring they are fully informed about products, procedures, customer needs, and company-related issues, changes, or actions.
• Meet regularly with the blithequark Leadership Team, providing detailed reporting on team performance and contributing to strategic discussions.
• Develop and maintain interdepartmental partnerships to resolve customer issues, collaborating with other teams to ensure a cohesive and customer-centric approach.
• Perform all other duties as assigned, demonstrating flexibility and a commitment to supporting the team and the organization.

Essential and Preferred Qualifications

To be successful in this role, you will bring a combination of education, experience, and skills that align with our requirements. These include:

• High School Diploma or GED, with a Bachelor's degree preferred.
• 1-2 years of progressive leadership experience, preferably in a call center environment, with a proven track record of developing high-performing teams.
• Currently possess an Unrestricted Resident Property/Casualty Producer's License.
• Strong verbal and written communication skills, with the ability to articulate complex ideas, provide clear feedback, and negotiate resolutions.
• Computer skills, including proficiency in Microsoft Office programs, and adaptability in learning new systems and technologies.
• Analytical thinking, with the ability to identify qualitative or quantitative trends and recommend appropriate actions to improve team performance and customer experience.
• Effective problem-solving and process improvement skills, with experience in identifying and resolving operational, customer-facing, and employee relations problems.
• Three years of experience leading a quality assurance program in a fast-paced, high-volume contact center environment supporting the insurance industry.
• Five years of contact center leadership experience, with a deep understanding of the complexities and challenges of managing a customer-facing team.

Skills and Competencies

In addition to the essential and preferred qualifications, the ideal candidate will possess a range of skills and competencies that enable them to excel in this role. These include:

• Leadership and coaching skills, with the ability to motivate and develop team members.
• Strategic thinking, with a focus on driving quality service, enhancing the customer experience, and achieving performance targets.
• Communication and interpersonal skills, with the ability to build strong relationships with team members, customers, and stakeholders.
• Problem-solving and analytical skills, with the ability to identify trends, analyze data, and recommend solutions.
• Adaptability and flexibility, with the ability to navigate change, prioritize tasks, and manage multiple projects simultaneously.
• A customer-centric approach, with a deep understanding of the importance of delivering exceptional customer service and resolving issues efficiently and effectively.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Service Manager, you will have access to a range of career growth opportunities, including:

• Ongoing professional training and development programs, designed to enhance your skills and knowledge.
• Opportunities for advancement, with a focus on promoting from within and developing our future leaders.
• A comprehensive and highly competitive benefits package, including dental insurance, health insurance, vision insurance, 401(k), paid holidays, and paid time off.
• A dynamic and supportive work environment, with a focus on collaboration, innovation, and customer-centricity.

Work Environment and Company Culture

Our work environment is built on a foundation of respect, inclusivity, and empathy. We believe in creating a workplace where everyone feels valued, supported, and empowered to contribute their best work. As a Customer Service Manager at blithequark, you will be part of a team that is:

• Committed to diversity, equity, and inclusion, with a focus on creating a workplace that reflects the diversity of our customers and communities.
• Passionate about delivering exceptional customer service, with a focus on resolving issues efficiently and effectively.
• Dedicated to continuous improvement, with a focus on innovation, learning, and growth.
• Supportive and collaborative, with a focus on building strong relationships and working together to achieve common goals.

Compensation, Perks, and Benefits

We offer a highly competitive compensation package, including:

• A starting base salary of $51,150.00 - $66,000.00, with 10% bonus potential and monthly commission.
• A comprehensive benefits package, including dental insurance, health insurance, vision insurance, 401(k), paid holidays, and paid time off.
• Ongoing professional training and development programs, designed to enhance your skills and knowledge.
• A dynamic and supportive work environment, with a focus on collaboration, innovation, and customer-centricity.

Conclusion

If you are a motivated and experienced Customer Service Manager, with a passion for leadership, coaching, and process improvement, we encourage you to apply for this exciting opportunity at blithequark. As a member of our team, you will have the chance to make a meaningful impact, drive quality service, and enhance the customer experience. Join us on our mission to be a force for good, and take the first step towards a rewarding and challenging career with blithequark.

Apply now and become part of a team that is dedicated to making a difference in the lives of our customers and communities.