Team Manager - Customer Service

Role Overview

We’re looking for a leader who can contribute to the overall success of Arbella’s vision of being the best property and casualty company in the Northeast region. An Arbella Team Manager is a thought leader who truly enjoys coaching, developing, and leading front line individual contributors. The Team Manager is passionate about delivering exceptional service in a changing environment that is focused on quality, innovation, and efficiency.

The Customer Service Team Manager typically leads a team of 10 to 12 individuals and works closely with all areas of Operations as well as other key stakeholders such as Underwriting, Product, Finance and IT to execute on overall business objectives ensuring an exceptional customer service experience consistent with Arbella and our agencies’ brand.

• Recruit, select, train, coach, and develop employees to create talented teams to support sufficient staffing of highly engaged employees.
• Foster a spirit of teamwork and unity among department members that allows for creative ideas, expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, supportiveness, and working effectively together to enable each employee and the department to succeed.
• Coach and develop employees to meet or exceed Arbella’s expectations to deliver a great customer experience, productivity, quality, and key performance indicators.
• Influence and motivate others to translate vision into action.
• Identify and analyze relevant business trends and work with the Operations leadership team to problem‑solve, action plan, and determine system, process and procedural improvements.
• Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures.
• Manage the preparation and maintenance of reports necessary to carry out the functions of the department.
• Maintain employee work schedules, training, vacations, and paid time off, cover for absenteeism and overtime scheduling.
• Provide effective performance feedback through employee recognition, rewards, disciplinary action, with the assistance of Human Resources when necessary.
• Appropriately communicate organization information through department meetings, one‑on‑one meetings, and appropriate email, IM, and regular interpersonal interactions.
• Build independence and empower team members to improve workflow.
• Actively lead or contribute to initiatives and/or projects.
• Build strong relationships with internal business partners to ensure timely service resulting in high customer satisfaction.

• Bachelor’s degree with strong leadership, communication, customer service and problem solving skills required.
• Advanced customer service skills, clear and effective communication, active listening skills.
• Strong relationship management skills.
• Ability to coach and develop, influence and motivate others, collaboration, delegation, problem solving skills, decision‑making, analytical, ability to manage change and organizational skills.
• Contact center experience preferred.
• Experience with Microsoft Office (Outlook, Word, Excel and Power Point).

Our current reasonable and good faith estimate of the annual salary or hourly wage range for this position is approximately $68,000 - $73,000 based on a variety of factors including, but not limited to, relevant skills and experience, educational background and certifications, performance and qualifications, market demand for the role and other organizational needs.

Please note:

The advertised pay range is not a guarantee or promise of a specific wage.