Customer Service Supv

Supervises a direct reporting staff who provides customer service to a variety of clients.

• 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.

• 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.

• 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.

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.