Field Insurance Customer Service Supervisor

The Field Insurance Customer Service Supervisor leads and develops a team of Insurance Customer Service Representatives across multiple AAA Northeast branch locations. This role is responsible for providing day-to-day leadership, coaching, and technical guidance to ensure high-quality customer service and operational excellence. The Supervisor promotes Five Diamond Service standards in every customer and member interaction, supports retention and sales growth through cross-selling and account rounding opportunities, and drives team performance through mentoring, quality monitoring, training, and ongoing development.

Additionally, the role manages staffing schedules, workflow, and resource allocation to maximize team productivity, service effectiveness, and the overall customer experience.

Work Schedule:

Monday - Friday 8:45 am - 5:15 pm, Alternating Saturdays 9am-1pm

What you Will Do:

Oversees the activities of customer service teams, implementing and monitoring all department guidelines and policies; plans, assigns, and supervises work; in collaboration with WFM, creates and organizes schedules to meet team and department workflow demands; participates in the hiring process and ensures adequate training of employees;
Motivate and encourage representatives through positive communication and feedback appraises performance, recommends merit increases and ensure proper disciplinary action of employees.

Works with Insurance companies and Club underwriters to handle complex files in order to find acceptable solutions to problem policies; utilizes Five Diamond service standards to build professional relationships and to handle unique circumstances and client complaints; advises clients of AAA policies and utilizes all available resources to provide positive alternatives to resolving conflicts; authorizes exceptions to such policies, with the approval of the Customer Service Manager.

Identifies training needs, focusing on knowledge of industry, sales ability, and customer service skills; works with Training Specialists to develop effective training modules and practices; evaluates effectiveness of current training practices, and identifies areas for improvement; supports and monitors compliance with all Club training efforts, particularly the delivery of Five Diamond Customer Service; capitalizes on opportunities to develop professional and technical skills of staff.

Supervises staff to achieve specific measures including productivity, average speed of answer and telephone average handle time goals; ensures Customer Service Representative have a solid understanding of such activity as account-rounding and renewal enhancement programs; tracks staff's activity to ensure sales goals are met; may design in-house incentive programs to recognize and award individual contribution.

Implements quality and retention assurance programs of the department, focusing efforts of Customer Service Representatives on the delivery of customer service; monitors and tracks telephone queue performance, taking corrective action when required; conducts call monitoring and provides feedback; makes recommendations regarding procedural changes which may enhance the effectiveness of staff, or which may improve overall customer service delivery.

Manages the performance of team including monitoring and continued coaching with attendance, goals and performance. Assists in the hiring and onboarding process. Proactively address performance concerns, partnering with leadership and HR when determining performance counseling levels if needed. Write and administer annual performance reviews.

Responsible for regular branch visits within assigned region to support team of Field Insurance Agents in-person. Establish a strong partnership with branch management to ensure regular feedback regarding member service, attendance, and reliability.

Keeps abreast of technical advancements and regulatory changes in the Insurance Industry; pursue additional training and credentialing.

What You Will Need:

Education:

Associate's Degree or 3-4 Years of Additional Relevant Experience Required Bachelor's Degree Preferred

Work Experience:

5+ years Insurance industry experience Required2+ years in preceding job level1+ years Direct/indirect leadership experience

Knowledge, Skills and Abilities:

Knowledge of general insurance agency practices, including personal lines.

Knowledge of the scope of agent authority.

Leadership skills and strong interpersonal skills required, with the ability to develop and maintain a team atmosphere.

Strong organizational, technical and administrative skills required, including excellent attention to detail.

Ability to adapt to changing priorities and conditions.

Strong communications skills required, with the ability to write effectively.

Strong problem-solving skills required.

Ability to self-educate and train in current/new software applications.

Licenses and

Certifications:

Valid Personal Lines Required Service Tier Insurance designation (CISR, ACSR) Required Work…