Customer Service Supervisor

Supervises a direct reporting staff who provides customer service to a variety of clients. What You’ll Do The ideal Customer Service Supervisor have effect leadership skills and is able to provide direction and motivation to their staff to ensure Sentry continues to provide exceptional customer service. You’ll do this by: Developing and implementing customer service standards Coaching, counseling, and motivating your customer service team Improving customer service quality results by studying, evaluating and formulating ideas Maintaining knowledge of new or revised telecommunications systems Providing work direction to your staff Implementing policies and procedures Providing expertise in handling sensitive/unusual customer service issues Scheduling staff accordingly and tracking performance Assisting with budget preparation and controlling operating expenses For positions filled in Freeport Illinois this position will pay a salary of $61,900-$92,900. What it Takes Bachelor's Degree or equivalent work experience Proficiency in Spanish preferred, but not required 5 years of previous work experience or knowledge of a customer service environment and previous supervisory experience Ability to provide leadership to employees within a fast-paced call center environment Ability to prioritize work and maintain appropriate service standards Ability to analyze data, identify trends, and communicate results Working knowledge of telecommunication systems and call center software Knowledge of insurance processes, procedures, and systems beneficial Ability to respond to sensitive inquiries or complaints from customers, state insurance departments, producers, and others with tact and diplomacy Must be available to work non-standard hours including nights, weekends and holidays as needed. What You'll Receive At Sentry, your total rewards go beyond competitive compensation. Below are some benefits and perks that you’ll receive. Sentry is happy to offer flexibility through a scheduled Hybrid work model. Monday and Friday work from home if you choose to, Tuesday through Thursday you’ll work in office. As a Sentry associate, you will have an in-office workspace and materials for your home office. In addition to the laptop, you will receive prior to your start, Sentry will provide equipment for your home office. Meal Subsidy available for associates who report to an office. 401(K) plan with a dollar-for-dollar match on your first eight percent, plus immediate vesting to help strengthen your financial future. Continue your education and career development through Sentry University (SentryU) and utilize our Tuition Reimbursement program Generous Paid-Time Off plan for you to enjoy time out of the office as well as Volunteer-Time off Group Medical, Dental, Vision, Life insurance, Parental leave, and our Health and Wellness benefits to encourage a healthy lifestyle. Well-being and Employee Assistance programs Sentry Foundation gift matching program to encourage charitable giving. About Sentry We take great pride in making Forbes’ list of America’s Best Midsize Employers. A lot of different factors go into that honor, many of which contribute to your job satisfaction. Our bright future is built on a long track record of success. We got our start in 1904 and have been helping businesses succeed and protect their futures ever since. Because of the trust placed in us, we’re one of the largest and financially strongest mutual insurance companies in the United States. We’re rated A+ by A.M. Best, the industry's leading rating authority. Our headquarters is in Stevens Point, Wisconsin, with offices located throughout the United States. From sales to claims, and information technology to marketing, we enjoy a rewarding and challenging work environment with opportunities for ongoing professional development and growth. Get ready to own your future at Sentry. Opportunities await! Erin Haddaway View email address on click.appcast.io Equal Employment Opportunity Sentry is an Equal Opportunity Employer. It is our policy that there be no discrimination in employment based on race, color, national origin, religion, sex, disability, age, marital status, or sexual orientation. Our associates are the most important part of our company. We became one of the most financially strong mutual insurance companies in the U.S. by striving to provide the best possible service to our business customers. We do this by having conversations, forming relationships, and getting to know the people we work with and their businesses. We make that same commitment to our associates. When you join Sentry, we don’t just want you to perform tasks each day. We want you to enjoy your time with us. You’re in the driver’s seat of your career path here—sharing feedback, creating goals, accessing professional development resources, and identifying how you can contribute to both your success and the success of the company. Yes, we work hard. But we work with the purpose of helping others, and with the understanding that there’s more to life than work. We invite you to learn more about us. You’ll find we’re much more than insurance.