Customer Service Supervisor

Role: Customer Service Supervisor

Location : Phoenix, AZ

Job Type: Full-Time

Company Description:

At Commonwealth Casualty Company, we believe insurance should be flexible, accessible, and built around our customers. Since 2010, we have proudly operated in Arizona, Ohio, and Texas, offering affordable insurance products, including homeowners, renters, auto, mobile home coverage, and roadside assistance. Our company is committed to delivering innovative and personalized solutions that meet each customer’s needs. As a growing organization, we value collaboration, continuous improvement, and a people-first approach in everything we do.

About the Role:

The Customer Service Supervisor is responsible for leading, coaching, and developing a team of licensed Property & Casualty Customer Service Representatives in a fast-paced call center environment. This role ensures exceptional customer service delivery, operational efficiency, and compliance while driving team engagement, performance improvement, and a culture of accountability.

What You’ll Do:

· Lead, coach, and develop a team of licensed customer service representatives to achieve performance and service goals.

· Provide clear communication, guidance, and timely decision-making to support daily operations and team success.

· Conduct regular one-on-one coaching sessions, performance evaluations, and team meetings.

· Lead weekly team huddles and ongoing training to reinforce expectations and improve performance.

· Monitor and improve call quality, customer interactions, and service standards.

· Analyze performance data, identify trends, and implement solutions to improve service and efficiency.

· Oversee daily call center operations including staffing, scheduling, attendance, and workload balancing.

· Ensure team productivity by monitoring call volume, efficiency, and service levels.

· Manage real-time queue performance and escalations to ensure timely resolution and customer satisfaction.

· Assist with complex customer issues, escalations, and policy-related inquiries.

· Ensure compliance with insurance regulations, company policies, and procedures.

· Develop and maintain documentation, procedures, and a centralized knowledge base.

· Support recruiting, interviewing, onboarding, and training of new employees.

· Deliver structured, timely, and actionable feedback to improve individual and team performance.

· Manage corrective actions, including performance improvement plans when necessary.

· Collaborate with leadership and cross-functional teams to improve processes and customer experience.

· Prepare and present performance reports and operational updates to management.

Required Qualifications:

· Active Property & Casualty Insurance License.

· Minimum of 5 years of experience supervising a call center or customer service team.

· Strong background in insurance customer service call center operations.

· Demonstrated experience coaching and developing high-performing teams.

· Strong analytical and problem-solving skills with the ability to use data to drive decisions.

· Excellent communication, leadership, and interpersonal skills.

· Experience with call center systems, CRM platforms, and Microsoft Office.

Preferred Qualifications:

· Bachelor’s degree in Business, Management, Insurance, or related field.

· Experience in personal auto and property insurance or claims-related service.

· Bilingual (English/Spanish).

· Professional insurance designations or coursework (e.g., CPCU or similar).

Knowledge, Skills & Abilities:

· Strong leadership and team-building capabilities.

· Ability to manage multiple priorities in a fast-paced environment.

· Customer-focused mindset with a commitment to service excellence.

· Effective coaching, mentoring, and performance management skills.

· Ability to analyze performance trends and implement improvements.

· Strong organizational and time management skills.

Why Join Us:

· Competitive compensation based on experience

· Comprehensive medical, dental, and vision insurance

· 401(k) plan with company match up to 6%

· Paid maternity and paternity leave

· Paid time off and paid holidays

· Tuition reimbursement to support your professional growth

· Opportunities for career advancement and development

· Supportive, collaborative, and people-first work environment

EEO Statement

We are an equal opportunity employer and consider all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.