Strategic Lead Customer Service Representative

Job Description

Job Description

Position Summary:

Prestige Trucking Insurance is seeking a Strategic Lead Customer Service Representative (CSR) / Assistant Customer Service Manager to help lead its insurance servicing function. The Lead Customer Service Representative / Assistant Customer Service Manager works closely with operations, finance, and sales to optimize the service experience for our customers. The ideal candidate will bring a blend of technical expertise, operational leadership, and a proactive mindset. The Strategic Lead Customer Service Representative (CSR) / Assistant Customer Service Manager is a key leadership role within Prestige, responsible for overseeing the Customer Service team, supporting high-volume client accounts, and serving as the primary trainer for all new service hires across Prestige, including US-based and remote team members. This position combines strategic growth, team leadership, client service management, and comprehensive training responsibilities. The ideal candidate is an experienced insurance professional with deep knowledge of trucking and commercial auto insurance, excellent problem-solving skills, and the ability to balance leadership responsibilities with hands-on support. The exact job grading will be commiserate with the candidates experience. The role is preferably on site but can be remote for the right individual.

Essential Duties and Responsibilities:

• Audit and redefine best practices for service
• Strategically lead and own the KPIs around service delivery
• Monitor departmental KPIs including response time, accuracy, and client satisfaction. 
• Assist in managing the Service Inbox (Service Box) and ensure timely and accurate task completion.
• Oversee the COI Department to ensure timely processing and address escalations or special requests. 
• Support the CAB Reports process, ensuring proper follow-ups and compliance. 
• Identify and recommend process improvements and workflow enhancements. 
• Ensure all documentation and client records meet agency, carrier, and regulatory standards.
• Assist with internal audits, quality assurance reviews, and compliance processes.
• Provide guidance, coaching, and support to Customer Service Representatives and Account Managers.
• Serve as a point of contact for team members’ questions, queries, and escalations.
• Assist in resolving complex or disgruntled client issues professionally and efficiently.
• Support the Customer Service Manager and Director of Operations in any areas needed, including reporting or administrative projects.
• Serve as acting manager in the absence of the Customer Service Manager, including conducting departmental meetings, monitoring performance, and maintaining productivity standards.
• Foster a positive, collaborative, and accountable work culture, leading by example.
• Ensure compliance with company procedures, regulatory requirements, and service standards.
• Establish best practices for providing high quality client support.
• Provide operational and service support for high-volume and large client accounts.