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About the Role
The Field Support team provides excellent service to field personnel for P&C line of business. The Lead, Field Support Specialist helps oversee daily call center operations and supports the productivity of the call center by providing guidance, mentorship, and training. This role also assists with special projects, stretch assignments, and complex agent situations, while helping to identify key goals, metrics, and evaluate workflow processes.
Responsibilities
- Answers telephone calls and responds to emails promptly.
- Coaches, mentors, trains, and motivates new and current Field Support Specialists.
- Assists with setting goals and providing constructive feedback.
- Collaborates with Field Support Center leadership and other cross-functional teams to improve customer service processes and procedures.
- Manages and monitors operational responsibilities for the team on a day-to-day basis such as escalations, communication, and creation of process.
- Handles complex customer inquiries and escalated complaints in a manner that preserves customer satisfaction.
- Analyzes customer service data to identify trends and areas for improvement.
- Provides input on resources planning, policy development and setting guidelines.
- Assists with monitoring the production and respective results of the team, including monitoring workflow and work queues.
Requirements
- High school diploma.
- Six to eight years of experience.
- Minimum of four years of customer service experience.
- Six years of experience in agent/customer service.
- In-depth knowledge of P&C applications and products.
- Applicants must be legally authorized to work in the United States.
- At this time, we are not able to sponsor or assume sponsorship of employment visas.
Skills
- Effective communication
Location
- Albany
Work Type
- Onsite
- Full-time
Experience Level
- Individual Contributor
Education Level
- High school diploma
Salary/Compensations
- $56,000 - $80,000
Benefits
- Competitive compensation package
- Performance-based incentives
- Health insurance
- Dental insurance
- Vision insurance
- 401(k) with company match
- Paid time off
- Professional development opportunities
About the Company
- Farm Family specializes in farm and ranch protection with a wide range of products including flexible farm packages, business owner policies, commercial package, workers compensation, commercial auto and select personal auto coverage.
- Farm Family is a leader in serving the Northeast and Mid-Atlantic markets and is pursuing growth across the U.S.
- The Farm Family entities are wholly-owned subsidiaries of Clearbrook Group Holdings Inc.
- At Clearbrook our Core Values are Integrity, Collaboration, Pursuit of Excellence and Forward Thinking. These values reflect who we are today and who we aspire to be - guiding how we work, how we lead and how we succeed.
Equal Opportunity
- If you have a disability under the Americans with Disabilities Act or similar state or local law and you wish to discuss potential reasonable accommodations related to applying for employment with us, please contact our Benefits Department at 210-321-8400.