Job Description

Come join a talented group of individuals in a fast-growing company. Our Insurance Company is seeking a well-qualified candidate for the Bilingual (ENGLISH/SPANISH) Customer Service Manager position. Insurance experience is a plus. The Customer Service Manager will supervise a 5-person call center responding to client inquiries, compiling data, creating reports, quickly researching client requests and facilitating issue resolution. This is a great team and a friendly, fast-paced environment.

Responsibilities:

• Maintain a positive work environment and develop programs to promote staff retention and/or advancement.
• Improve, maintain, develop and implement service level metrics to align with departmental and company goals.
• Ability to communicate effectively with customers, staff, peers and upper management.
• Motivate and lead a team of Customer Service Representatives to ensure internal and external customer needs are met and to achieve objectives including:
• Policy conservation
• Service level agreements
• Compliance with regulations
• Internal lead referrals
• Responsible for the daily operations of the department to include implementation of staffing, training, scheduling, and reward/recognition programs.
• Must be a team player, innovator, trainer and mentor.
• Proven problem solver using agreed-upon procedures, paying close attention to details and documenting actions taken.
• Flexible and receptive to embrace changes as needed.
• Ability to handle escalated calls with diplomacy.
• Capable of conducting high-level research with regard to the client, customer, and internal department requests.
• Ability to conduct meetings with staff and management individually and in a group setting.
• Prepare and conduct written monthly and annual reports on staff performance.
• Highly efficient, accurate, and dependable in entering and verifying information.
• Perform other duties as needed.

Requirements:

• 3+ years of Call Center/Customer Service management experience.
• Ability to handle escalated calls in a professional manner.
• Demonstrate effective leadership and people management skills.
• Track record of delivering positive results in a team environment.
• Excellent written and communication skills a must.
• Proficient in Word, Excel, and Outlook.
• BILINGUAL (SPANISH)
• Bachelor’s degree preferred.

Benefits:

• Health insurance
• Term Life insurance
• Vision Plan
• 401(k) Plan
• Vacation/Holidays

Company Description

Texas Service Life has a long history providing innovative life insurance and annuity products. We began writing life insurance in Texas in the 1940s. In 1997 we began providing Third Party Administration services for other insurance companies. In 2002 we added Marketing Consulting services for our corporate clients and are expanding into several states throughout the continental U.S. We currently serve well over 200,000 policyholders. Texas Service Life is financially sound. Our profitability, growth, equity position and liquidity rank among the top compared to other companies in our field. Our investment strategy is conservative and balanced so that we can be here for our families, funeral homes and corporate clients in the future. In short, for innovation, service, and stability, Texas Service Life is your secure choice.