Client Services Supervisor

Brief Summary Title: Client Services Supervisor You'll Report To: AVP of Customer Experience The Client Services Supervisor manages a team of Client Services Specialists, sets individual and team goals, and ensures those goals are met on time while maintaining consistency and quality of calls. The role involves providing feedback, documenting performance, selecting and training unit personnel, and initiating personnel actions such as performance ratings and promotions. What You’ll Do Lead a team of Client Services Specialists. Service toll-free agencies and all policyholders via telephone, email, chat, and the policy administration system. Check information received concerning risks, inspection reports, credit reports, etc. Coordinate departmental duties and supervise day‑to‑day customer contacts, processes, and tasks. Supervise the response to inquiries and questions from agents, vendors, policyholders, and internal departments. Research problems and manage escalated customer contacts. Respond to customer complaints in a professional and timely manner. Conduct performance audits of Client Services Specialists’ work. Compile information and conduct basic trend analysis. Provide training and coaching for the team. Maintain employee schedules and time‑card submission to maximize team effectiveness and achieve organizational goals. What You’ll Need to be a Top Candidate Education: Associate’s degree or combination of education and experience required. Bachelor’s degree preferred. Experience: One (1) to three (3) years prior experience in a customer care capacity with a property and casualty insurer. Licensure: An active 2‑20 General Lines License or a 20‑44 Personal Lines License is required. If the applicant does not currently possess one of these licenses, they must obtain one within six months of employment. An Associate in General Insurance (AINS), Associate in Personal Insurance (API), or other professional designation is preferred. Skills & Knowledge: Strong leadership skills. Ability to cultivate a positive culture and work environment. Balance customer service orientation, growth goals, and underwriting guidelines. Demonstrated skills in the use of computer software applications. Familiarity with various types of insurance policies preferred. Proven customer service ability. Ability to identify and communicate trends to management and team. Ability to communicate interpersonally with a wide variety of technical, professional, and consumer clients via telephone and in writing. Ability to develop and maintain open and trusting working relationships with clients and agents to gather pertinent information. Ability to balance timeliness and accuracy. Ability to listen and communicate clearly while maintaining proper confidentiality. Strong decision‑making and problem‑solving skills. Ability to innovate regarding methods and approaches to existing and future work processes. Ability to be resourceful in information gathering and assess information with keen attention to detail for the best possible decision. Schedule: 8:30am–5:30pm, M‑F. Working Conditions: Normal business office environment. Must be able to remain in a stationary position for periods of time while constantly operating a computer and/or other office productivity machinery such as a calculator or telephone. The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, or communicate with coworkers. Travel: Minimum, as required. ADA: The above statements cover what are generally believed to be the principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of job duties. American Integrity Insurance Group is an Equal Opportunity Employer. #J-18808-Ljbffr