Customer Success & Inside Sales Supervisor

Come join one of Silicon Valley's most successful InsurTech companies! We are looking for a full-time supervisor to join our growing customer service team.

PLEASE DO NOT APPLY IF YOU ARE UNAVAILABLE TO WORK ON WEEKENDS or HOLIDAYS.

Job Summary:

We are an internet-based, technology company that provides services to customers all over the world. We are seeking a dedicated, supportive call center supervisor who can coach and motivate call center representatives as they field calls from customers. The supervisor will assist in the hiring and training process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act a resource to agents.

This is a FULL-TIME, JUNIOR LEVEL position. We are located in Santa Clara and are looking for local candidates. No telecommuting allowed. This opportunity would be a great fit for individuals with 2-3 years of customer service experience looking to give a head-start to career growth. GREAT Compensation package with above-market pay!

Required Skills:
  • Extensive product knowledge
  • Ability to lead by example and inspire the team
  • Effective communication skills
  • Ability to provide constructive feedback
  • Ability to see the big picture
  • Strong decision-making skills
  • Ability to handle escalated calls confidently
  • Ability to delegate and train new employees efficiently
Responsibilities:
  • Assists the team with meeting individual goals
  • Monitors team workflow to ensure requests are being handled in a timely manner
  • Delegates work amongst the team to maximize productivity
  • Provides regular individual coaching on performance
  • Designs and executes team trainings
  • Assists with product knowledge
  • Acts as first-responder for escalated situations
  • Identifies feedback from team regarding new ideas
  • Reporting any discrepancies on website to product team
  • Reporting technical issues to IT team
  • Interviews, trains, and prepares team members to respond to customer questions and complaints and troubleshoot problems with services or products
  • Answers agent questions regarding difficult calls
  • Works with other supervisors and management team members to support agents and maximize customer satisfaction
Qualifications:
  • Licensed by California Dept. of Insurance with Health and Life
  • Proficient with Zendesk
  • High School Diploma or equivalent

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