Customer Care Team Lead

To deliver exceptional customer service by responding to inquiries, resolving issues, and ensuring customer satisfaction in a professional and timely manner. This role is essential in maintaining positive relationships with customers and supporting the overall success of the company.

Responsible for providing front line direct contact with customers while providing overall excellent customer service and problem resolution for complex and/or escalated calls that require broader product knowledge. This is done through inbound and outbound telephone calls, emails, or chats with customers or insurance agents and working under a limited level of supervision.

• Respond promptly to customer inquiries via phone, email, chat, or in person by focusing on higher escalated calls.

• Facilitate team huddles to support team knowledge.

• Evaluate calls for quality audits and provide feedback.

• Resolve product or service problems by clarifying the customer’s complaint, determining the cause, and offering the best solution.

• Can support various clients and ability to handle more complex issues.

• Ensure a high level of accuracy, professionalism, and compliance in every customer interaction. 

• Maintain high levels of availability and productive time to spend handling calls, chats, or other support channels during scheduled hours.  Adhere to schedule adherence expectations and minimize idle time.

• Compliance with both qualitative and quantitative production standards is an essential function of this role.  CCRs are expected to consistently meet or exceed performance benchmarks in quality, productivity, occupancy, and overall output in alignment with department goals and client requirements.

• Follow up with customers to ensure resolution and satisfaction.

• Keep records of customer interactions, transactions, comments, and complaints.

• Communicate and coordinate with internal departments as necessary.

• Stay up to date on product knowledge and company policies.

• Help with escalated call queue by supporting team member chat; handle questions from less tenured employees / new hires.

• Act as a mentor to other Customer Care Representatives.

• Work on special projects as assigned (create job aids, training materials).

• 4 plus years of customer service work experience.

• May require a license based on client support.

• Experience working with multiple applications in Microsoft Office Suite (Outlook, Word).

• High School diploma or equivalent.

Work schedule: Weekdays 9A-6:30P EST - Saturday 9A-4P EST

Knowledge & Skills:

Customer Service: Subject matter expert; knowledge of principles and processes for providing customer service- meeting quality standards for services and evaluation of customer satisfaction; ability to handle complex calls that require less scripting for response; ability to de-escalate a call and resolve escalated customer situations

Systems and Applications: Be able to navigate a computer, Outlook, open doc, etc. Proper use of all systems, equipment, and work tools to ensure compliance (call avoidance, My Workspace, screen scrape and pausing payment, jabber); utilized basic Excel formulas.

English Language : Some employees need to speak Spanish to support our Spanish speaking customers; use translator line for other languages as needed.

Active Listening: giving full attention to what other people are saying, understand what points are being made, ask clarifying questions; address all indirect needs and pick up on customer cues for additional help

Communication: ability to articulate a well written email; talk to customers through multiple channels (written, verbal, and chat). Communicate with Clients, Customers, Leadership, Peers; follow templates for written and verbal communication; create concise notes; Communication is timely and effective; does not need to have emails reviewed prior to sending

Computer Skills: comfortable working with Microsoft Office Tools, basic keyboarding skills, ability to work in multiple applications and use multiple monitors. Ability to learn and use CRM tools. Ability to do basic troubleshooting and understand how to exhaust resources before contacting IT, equipment set up. Maximize tools to optimize service delivery and reduce any work stoppage incidents.

Interpersonal Skills: Show empathy, appropriately manage emotions, pick up on customer cues, patience, and problem solving

Attention to Detail: ability to create proper and accurate documentation and all systems needed to complete the customer’s needs

Multi-tasking: ability to work with multiple monitors and systems while listening, typing, and talking to customers, clients.

Time Management: efficient use of time with customers, ability to meet KPIs.

If no application deadline is provided, this role may be a pipeline requisition, and we'll continue to collect applications on an ongoing basis, or there is no requirement for this information in the location where the role is posted.

Any posted pay range considers a wide range of compensation factors, including candidate background, experience, and work location, while also allowing for salary growth within the position.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

AI and Biometric Usage
Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process.  

Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

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