Customer Care Supervisor

hace 1 mes

Tijuana, México Integon Service Co. A tiempo completo

**Primary Purpose**:
Oversee performance of Customer Care team by supervising call center operations, resolving escalated issues, reporting to management and coaching and guiding team members to support achievement of department quality and productivity standards.

**Essential Duties and Responsibilities**:
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

Guide effectiveness of customer service by communicating organizational policies and best practices, setting performance goals, monitoring calls and providing constructive feedback to ensure achievement of productivity and quality standards.

Develop and mentor team leads by supervising managerial responsibilities and providing advice and direction to ensure a cohesive and effective approach to department leadership and guidance.

Manage resolution of system and technology errors by monitoring equipment functionality, identifying issues and quickly escalating to management and technical professionals to ensure continued and correct customer care equipment operations.

Contribute to continuous improvement initiatives by communicating with key stakeholders and participating in projects to support delivery of effective client and customer care programs, ensure team alignment with business goals and support achievement of service level agreements.

Guide resolution of escalated calls by utilizing knowledge and available resources to resolve customer issues and negotiate sensitive and stressful situations.

Support implementation of process and technology changes by gathering training resources, coordinating training programs and distributing project information to prepare team for changes and streamline transitions.

Update key stakeholders on department production and performance by communicating with clients and managers as appropriate to regularly share pertinent information.

Supervise daily operations of team by coordinating and communicating employee tasks, scheduling shifts, encouraging collaboration with other departments, measuring performance and providing feedback to achieve high productivity and meet service level expectations.

Provide a positive environment by modeling cultural expectations and influencing others to reward performance and value “can do” people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun.

Adopt National General Insurance values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectives.

JOB REQUIREMENTS

**Minimum Skills and Competencies**:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High school diploma or general education degree (GED)
2+ years relevant experience.
Customer service or supervisory experience; increasing levels of responsibility.
Principles and processes for providing customer service, including customer needs assessment, de-escalation of conflict, meeting quality standards for services and evaluation of customer satisfaction.

Principles and methodology involved in performance management, leadership technique and coordination of people and resources.

Terminology, function and fundamental capabilities of common computer software.
Advanced working knowledge of systems of record and processes and procedures utilized in area of responsibility.Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint).
Motivate, develop and direct people as they work.
Share knowledge with others and provide effective performance feedback.
Organize people, tasks and activities to yield efficient work flow.
Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization.

Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines.
Utilize established procedures to guide decision-making.
Ability to manage expenditures to budget.

  • Customer Care Team Lead

    hace 4 semanas

    Tijuana, México Integon Service Co. A tiempo completo

    Job Summary: The Customer Care Operations Specialist is responsible for contributing to the leadership of the Customer Care team by mentoring representatives, monitoring and coaching performance, resolving escalated calls and providing advice and guidance to support achievement of department quality and productivity standards Key Responsibilities: - Coach...

  • Ngls Customer Care

    hace 2 meses

    Tijuana, México Integon Service Co. A tiempo completo

    Job Summary: The Customer Care Associate ll is responsible for answering high volume inbound calls and providing effective quality customer service regarding property insurance. Support borrowers and contractors by providing detailed information on their insurance, de-escalate calls and process complaints and handle insurance disbursements. Key...

  • Customer Care Coordinator

    hace 1 mes

    Tijuana, México DYADlaw, P.C. A tiempo completo

    The DYADlaw Customer Care Coordinator will be a passionate advocate for Immigration and Immigrant Rights. This position will be responsible for handling incoming and outgoing calls such as monthly check-ins, updates, questions, etc. to all current clients. **Responsibilities** - Handle an established number of customer relationships for the entirety of...

  • Customer Care Inbound

    hace 1 mes

    Tijuana, Baja California, México Integon Service Co. A tiempo completo

    Job SummaryThe Customer Care Associate ll is responsible for answering high volume inbound calls and providing effective quality customer service regarding property insurance. Support borrowers and contractors by providing detailed information on their insurance, de-escalate calls and process complaints and handle insurance disbursements.Key...

  • Claims Customer Care Specialist

    hace 4 semanas

    Tijuana, México Integon Service Co. A tiempo completo

    Job Summary: The Claims Customer Care Specialist serves as initial contact for reporting the First Notice of Loss (FNOL) when a customer is filing an insurance claim. This role is responsible for gathering loss details, establishing the claim, and guiding the caller to the appropriate party or resource based on their needs and the relevant policy...

  • Customer Care Representative

    hace 6 días

    Tijuana, México TaskUS A tiempo completo

    **About TaskUs**:TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...

  • Customer Care/back Office

    hace 4 semanas

    Tijuana, México SOLRITE A tiempo completo

    We are a Solar Company looking for responsible talent to handle moderate to complex inquiries, Assist various types of customers in an efficient, professional, and accurate manner, and resolve service concerns while documenting customer requests. Monitor the Customer's Solar system to make sure is working properly. **Key Responsibilities**: *Able to work on...

  • Customer Service

    hace 7 días

    Tijuana, México OLD WORLD DOOR DE MEXICO SA DE CV A tiempo completo

    Provide high level Customer Service; making sure customer needs are taking care off - Needs to answer each phone call and provide solutions to each customer (advised by general manager and Vice president of company) status, updates, etc. - Follow up on Customer orders, providing efficient information to each order to the team and Customers - Update each...

  • Customer Care Senior Representative

    hace 4 semanas

    Tijuana, México Integon Service Co. A tiempo completo

    Primary Purpose: Responsible for answering high volume inbound calls and providing effective quality customer service in regards to property loans. Support borrowers and agents by providing detailed information on how to service a loan, de-escalate calls and process. Essential Duties and Responsibilities: Following is a summary of the essential functions...

  • Web-lead Customer Service Representative

    hace 3 días

    Tijuana, México Baker Electric Home Energy A tiempo completo

    **What you'll do**: - Act as the primary contact for web-based Solar and Home Battery digital leads. - Initiate outbound text messages to current and prospective customers in order to generate interest in our products and services. - Record customer information and correspondence details accurately in Salesforce. - Communicate effectively and politely while...

  • Claims Customer Care Specialist

    hace 4 semanas

    Tijuana, México Integon Service Co. A tiempo completo

    Job Summary: The Claims FNOL Associate II serves as initial contact for basic claims reporting. This role is responsible for guiding the caller to the appropriate party based on their need and the relevant policy or claim and performing basic clerical duties. Key Responsibilities: - Handles claim files (locates/requests files, files paperwork, reconstructs...

  • Customer Service Specialist

    hace 1 mes

    Tijuana, México Emprego MX A tiempo completo

    **Descripción y detalle de las actividades** **Experiência y requisitos** - Requirements: +3 years of Customer Care experienceSales Force - DesirableFlexibility and proactive approachEnglish advancedMS OfficeBachelor's degree - Administration, Public Relations, Trade compliance or equivalent experience. **Organización** - WSA**Giro** -...

  • Bilingual Customer Service Representative

    hace 2 semanas

    Tijuana, México nice2chat A tiempo completo

    The role - Provide Customer Service for a Financial company in the US - Provide solutions to customer problems aligned with the established procedures of the company - Coordinate with the operations team to solve customer issues What we need - Bilingual speaking agent (English and Spanish): Native level - Have great grammar and sentence construction...

  • Customer Service/ Atencion a Clientes

    hace 1 mes

    Tijuana, México Costura Industrial y Manufactura A tiempo completo

    **WE ARE LOOKING FOR NEW FACES!** **CUSTOMER SERVICE** We are looking for an experienced Customer Care Manager/Customer Agent to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention...

  • Customer Service Agents

    hace 1 semana

    Tijuana, México CONFIE A tiempo completo

    **Vacante para la empresa CONFIE en Tijuana, Baja California**: **CUSTOMER SERVICE AGENTS** You can be hired the day after your interview **We offer**: Base salary Superior law benefits Hiring bonus $26,000 Free meals during the first 2 weeks of trainning Career growth opportunities Private health Insurance and preventative health care Availability...

  • Customer Support Contractor

    hace 1 mes

    Tijuana, México Kontak A tiempo completo

    As a contract Customer Support Specialist, you will provide your technical expertise and problem-solving skills to deliver exceptional customer service to the company's clients. This is a 100% remote contract position based in Mexico. Contractors will assist customers across North America. **Tasks** - Ensure the highest levels of customer satisfaction -...

  • Claims Customer Care-team Leader

    hace 3 días

    Tijuana, México Integon Service Co. A tiempo completo

    Job Summary: - The Team Leader is responsible for leading a complex and occasionally highly complex claim service process and/or directing the work of typically five to ten nonexempt, customer-facing staff. The individual supports the implementation of complex and occasionally highly complex operational initiatives that enable the achievement of Claim,...

  • Patient Care Service Representative

    hace 2 semanas

    Tijuana, México Enovis A tiempo completo

    Job Description:Communicates benefit information to patients, physicians and insurers who provide insurance verification as required. Interprets medical and insurance information for clients. Responsible for case management with patients, physicians and insurers primarily over the telephone. Provides detailed, technically complex information to patients to...

  • Customer Support Specialist

    hace 1 mes

    Tijuana, México Kontak A tiempo completo

    **Tasks** - Ensure the highest levels of customer satisfaction - Make system change requests (ex., Rename extension, change phone routes) - Troubleshoot and resolve hardware issues, including guiding customers through phone reboots and factory resets - Enable system integrations for customers - Conduct remote diagnostics and troubleshooting - Resolve or...

  • Customer Service Agents

    hace 1 semana

    Tijuana, México SEGUROS CONFÍE A tiempo completo

    **Vacante para la empresa SEGUROS CONFÍE en Tijuana, Baja California**: The best call center in Tijuana is hiring **CUSTOMER SERVICE AGENTS** You can be hired the day after your interview **We offer**: Base salary Superior law benefits Hiring bonus $26,000 Free meals during the first 2 weeks of trainning Career growth opportunities Private health...