Customer Service Supervisor- Claims

Job Description

Job Description

Job Title: Customer Service Supervisor- Claims

Salary $50,000 - $60,000 annually

Position Summary

The Offline Claims Supervisor is responsible for overseeing the daily operations of the Offline Claims team, ensuring timely and accurate claim handling, and driving performance through coaching, accountability, and operational leadership. This role requires daily oversight of task assignment, resource allocation, and productivity monitoring in a dynamic claim’s environment. The ideal candidate has strong analytical and decision-making skills, exceptional attention to detail, and the ability to manage escalated claim scenarios while maintaining compliance with company policies and contractual guidelines. A proactive, solution-oriented mindset and the ability to effectively prioritize in a fast-paced environment are essential.

Key Responsibilities

• Supervise day-to-day operations of the Offline Claims team
• Provide coaching, mentoring, and ongoing performance feedback to team members
• Review escalated and complex claims to support appropriate resolution and decision-making
• Monitor team performance against established KPIs, including productivity, quality, and turnaround times
• Ensure adherence to company policies, procedures, and service standards
• Develop and implement performance improvement plans when necessary
• Conduct quality reviews to ensure accuracy and compliance in claim handling
• Communicate operational updates, trends, and performance metrics to leadership
• Foster a positive, professional, and accountable team environment
• Identify opportunities for process improvements and operational efficiencies
• Manage staffing allocation and workload distribution to meet daily operational demands

Qualifications

• Minimum 8–10 years of call center experience, including 3–4 years in a supervisory role
• Minimum management of a team of 6 people
• Experience in claims, warranty, or service contract administration preferred
• Strong analytical, critical thinking, and decision-making skills
• Demonstrated ability to manage escalations and complex scenarios
• Excellent organizational, time management, and prioritization skills
• Proven leadership, coaching, and team development experience
• Strong attention to detail and quality focus
• Excellent written and verbal communication skills
• Ability to work independently and collaboratively in a fast-paced environment
• Proficiency with Microsoft Office and reporting tools
• Must qualify for a Florida telemarketing license and pass a background check

Schedule Requirements

Currently Monday–Friday: 8:00 AM – 5:30 PM
Schedule hours are subjected to be adjusted based on the needs of the business.

 

\nCompany Description

At ARW Home, we believe great people build great companies. We’re a growing home warranty company focused on delivering exceptional service to our customers while creating a workplace where employees can succeed, grow, and be recognized for their contributions. From sales and customer service to claims, billing, and corporate roles, we offer opportunities to build a career, earn competitive pay, and be part of a supportive, team-oriented environment. If you’re motivated, driven, and ready to make an impact, we’d love to have you join the ARW Home team.

Company Description

At ARW Home, we believe great people build great companies. We’re a growing home warranty company focused on delivering exceptional service to our customers while creating a workplace where employees can succeed, grow, and be recognized for their contributions. From sales and customer service to claims, billing, and corporate roles, we offer opportunities to build a career, earn competitive pay, and be part of a supportive, team-oriented environment. If you’re motivated, driven, and ready to make an impact, we’d love to have you join the ARW Home team.