Senior Customer Service Supervisor

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    "Id": "33856",
    "Title": "Senior Customer Service Supervisor",
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    "Category": "Customer Service",
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    "JobFunction": "Operations and Customer Service",
    "JobSchedule": "Full time",
    "BusinessUnit": "United States",
    "ContractType": "Regular",
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        "AddressLine1": "202A Hall's Mill Road",
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    "LegalEmployer": "ACE American Insurance Company",
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    "ExternalDescriptionStr": "<p style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">The Premier Operations Supervisor partners with the leadership team to manage daily operations of the Premier Operations teams. This role focuses on enhancing staff customer service skills, improving service and productivity, and recommending process improvements and staffing allocations. The Supervisor provides leadership to develop staff knowledge, quality, productivity, and customer service, and manages both in-office and remote staff handling phone queues and email inventory for Premier clients.</span></span></p><p style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\"><strong><u>Responsibilities include:</u> &nbsp;</strong></span></span></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Oversee all aspects of Premier business operations service, collaborating with Operations Leadership and Underwriters to uphold white glove service standards.</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Develop and implement business strategies, goals, and objectives to support profitability and growth.</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Provide strategic direction and guidance on service-related issues for internal and external customers.</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Manage team hiring, training, development, coaching, and leadership to achieve performance and service excellence.</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Train and develop employees to meet/exceed objectives; evaluate performance for service, quality, and productivity standards.</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Foster a culture of collaboration and inclusiveness, empowering employees.</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Identify and propose workflow improvements, implement approved initiatives, and delegate responsibilities.</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Build and maintain strong relationships with clients and internal partners (agents, Underwriters, Claims, Sales), serving as the primary escalation point.</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Collaborate with Supervisors, Leadership, Underwriters, and Marketing to enhance support services.</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Develop, monitor, and report key performance metrics to align with organizational objectives.</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Leverage AI to identify and implement processes and procedures to improve operational efficiency.</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Set vision, direction, goals, and development plans; administer performance reviews and provide ongoing feedback.</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Manage work volumes and ensure adherence to service level agreements.</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Conduct transaction quality reviews and discuss results with Customer Service Representatives.</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Prepare quarterly reports on accomplishments, metrics, and volumes.</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Drive and manage inventory and team workload; identify trends and best practices; develop action plans.</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Forecast and plan for future business needs; analyze reports and recommend staffing allocations.</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Respond to ad hoc requests from business partners, manage special projects, and assist other units as needed.</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Evaluate and enhance service standards, metrics, and processes.</span></span></li></ul><p style=\"background-color: white; line-height: normal; margin: 0in 0in 0in 0.25in;\"><span style=\"color: black;\"><span style=\"text-decoration: none;\"><strong><u>&nbsp;</u></strong></span></span></p><p>&nbsp;</p>",
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    "CorporateDescriptionStr": "<div>\n Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.\n</div>\n<div>\n <br/>\n</div>\n<div>\n At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.\n</div>",
    "ExternalPostedStartDate": "2026-06-04T20:46:37+00:00",
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(Chubb specific systems).</span></span></li><li style=\"background-color: white; color: black; line-height: 150%; margin-bottom: 0in;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt; line-height: 150%;\">Proficiency in Microsoft Suite: Word, PowerPoint, Excel, Access.</span></span></li><li style=\"background-color: white; color: black; line-height: 150%; margin-bottom: 0in;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt; line-height: 150%;\">Experience analyzing data and leveraging insights to drive informed decision-making.</span></span></li><li style=\"background-color: white; color: rgb(34, 34, 34); line-height: 150%;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt; line-height: 150%;\">Bachelor’s Degree or equivalent work experience in customer service and/or supervision required.</span></span></li></ul><p>&nbsp;</p><p><span>The pay range for the role is $69,000 to $101,000. The specific offer will depend on an applicant’s skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program. &nbsp;Chubb offers a comprehensive benefits package, more details on which can be found at&nbsp;</span><a href=\"https://careers.chubb.com/global/en/north-america\" target=\"_blank\">https://careers.chubb.com/global/en/north-america</a><span>. &nbsp;The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.</span></p>",
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(Chubb specific systems).</span></span></li><li style=\"background-color: white; color: black; line-height: 150%; margin-bottom: 0in;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt; line-height: 150%;\">Proficiency in Microsoft Suite: Word, PowerPoint, Excel, Access.</span></span></li><li style=\"background-color: white; color: black; line-height: 150%; margin-bottom: 0in;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt; line-height: 150%;\">Experience analyzing data and leveraging insights to drive informed decision-making.</span></span></li><li style=\"background-color: white; color: rgb(34, 34, 34); line-height: 150%;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt; line-height: 150%;\">Bachelor’s Degree or equivalent work experience in customer service and/or supervision required.</span></span></li></ul><p>&nbsp;</p><p><span>The pay range for the role is $69,000 to $101,000. The specific offer will depend on an applicant’s skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program. &nbsp;Chubb offers a comprehensive benefits package, more details on which can be found at&nbsp;</span><a href=\"https://careers.chubb.com/global/en/north-america\" target=\"_blank\">https://careers.chubb.com/global/en/north-america</a><span>. &nbsp;The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.</span></p>",
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