Customer Service Supervisor - Great American Insurance Group : Job Details

Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a small company culture where your ideas will be heard with big company expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.

At Great American, we value and recognize the benefits derived when people with different backgrounds and experiences work together to achieve business results. Our goal is to create a workplace where all employees feel included, empowered, and enabled to perform at their best.

In the Specialty Equipment Division, we help businesses stay in business when bad things happen to their equipment. Our focus is on innovation and simplicity, and we go beyond convention to provide embedded insurance solutions that make purchasing and financing equipment fast and easy. The team combines specialized technology and service excellence to manage risk and create valuable customer experiences.

The Specialty Equipment division is looking for a Bilingual Customer Service Supervisor to join their team. The Contact Center is responsible for inbound & outbound calls, e-mails and document processing work. This individual will be responsible for managing the performance of their assigned direct reports, contribution to our strategic initiatives, and delivering promises to clients on our service. The position will work from our Bellevue, WA office Monday through Friday and is eligible for a Hybrid work schedule after our initial training period.

Essential Job Functions and Responsibilities

• Coordinates and supervises day-to-day activities within the Customer Service team.
• Oversee the daily operations of the Customer Service team, including assigning and reviewing work.
• Monitors and evaluates the effectiveness of customer service training programs.
• Guides team with complex concerns and inquiries in real time for customers and policyholders.
• Ensures problem resolution with necessary teams.
• Supports a customer-focused, needs-based review process to inform customers about products or services.
• May document and update customer records based on interactions.
• Works within guidance to arrange and prioritize activities to efficiently meet business objectives, while focusing on continuous process improvement.
• Manage confidential information professionally.
• Maintain current knowledge of organization, division, communication, and products.
• Accessibility during core work hours is essential to support direct reports and to collaborate with other department leaders.
• Perform other Duties as assigned.

Job Requirements

• Bachelor's degree or equivalent experience.
• At least 1 year of supervisory/leadership experience.
• At least 6 years' customer service experience.
• Excellent written & verbal communication skills.
• Proficient keyboard skills with a typing speed of 40+ WPM.
• Must speak, read, and write English and French fluently.

This job is non-exempt in California and Washington.