Customer Service Supervisor - Remote at Stillwater Insurance Group

About this role

Join our collaborative team where effort and work ethic get noticed. Enjoy a positive, friendly, energetic work environment with accessible leadership, where you will have the opportunity to learn the insurance industry and valuable skills while we invest in your future career with us.
Why Stillwater? Stillwater Insurance Group is a mid-sized national insurance provider offering a variety of home, auto and commercial insurance products in 50 states. We are headquartered in Jacksonville, Florida, with additional offices in New York and Omaha, Nebraska. We offer an up-beat and supportive environment for a new team-member who brings a positive attitude, reliable work habits, attention to detail and an interest in learning. Our employees consistently describe Stillwater as a great company with great people where honesty and integrity are high priorities. Coaching and development, recognition and growth opportunities are some of the benefits of working in our small team environment.
The Customer Service Supervisor leads and supports a team of Customer Service Representatives to deliver exceptional service experiences. This role is responsible for overseeing daily operations, coaching and mentoring staff, resolving escalated customer issues, and ensuring service standards and performance goals are met. The Supervisor serves as a key liaison between frontline staff and leadership, driving continuous improvement in customer satisfaction and team performance. This is a remote work from home opportunity.
Key

Supervise and support Customer Service Representatives, ensuring consistent service quality
Review and evaluate employee performance; provide ongoing coaching and individual feedback
Identify training needs and conduct or coordinate training as necessary
Complete annual performance reviews
Coordinate recruiting and onboarding of new team members
Approve weekly timecards and support scheduling needs
Serve as the primary point of escalation for customer complaints, concerns, and inquiries, ensuring timely resolution
Prepare and deliver weekly and monthly performance and service metrics reports to the AVP, Customer Service
Promote a positive, collaborative, and service-oriented team culture
Support department initiatives and perform additional duties as assigned by the VP, Customer Service

Minimum Qualifications

Bachelor’s degree or university program certificate OR Six (6) or more years of related experience and/or training OR An equivalent combination of education and experience
P&C Agent license

Required Skills and Abilities

Strong customer service orientation with the ability to manage difficult or escalated situations
Excellent verbal and written communication skills
Ability to read, interpret, and write procedural documentation and reports
Strong mathematical and analytical skills, including the ability to interpret metrics and performance reports
Proven problem-solving and decision-making skills
Strong organizational skills with the ability to manage multiple priorities and deadlines
Proficiency with customer service software, reporting tools, and standard word-processing applications
Ability to work independently and collaboratively across teams and levels
Demonstrated attention to detail and sound judgment
Flexibility and adaptability in a fast-paced, changing environment

Knowledge, Skills, and Competencies


Problem Solving: Gathers and analyzes information, develops alternative solutions, and applies sound reasoning

Interpersonal Skills: Resolves conflict constructively, maintains confidentiality, listens actively, and remains open to new ideas

Customer Service: Responds promptly, manages emotional situations effectively, and meets service commitments

Teamwork: Encourages collaboration, builds morale, and supports team success above individual interests

Managing People: Develops staff, provides regular feedback, includes team members in decisions, and improves processes

Adaptability: Manages change, competing demands, and unexpected challenges with professionalism

Dependability: Follows through on commitments, meets deadlines, and demonstrates accountability

Ethics: Acts with integrity, treats others with respect, and upholds organizational values

Why Consider This Role?
This is an excellent opportunity for experienced customer service professionals looking to grow their leadership skills, influence service strategy, and make a meaningful impact on both customer experience and team development.
Apply today to grow your career with Stillwater Insurance Group . Employment offers are contingent upon successful completion of a background investigation and pre-employment drug screening. Stillwater Insurance Group is a drug-free workplace and an equal opportunity employer.




Originally posted on Himalayas