Job Description
Bilingual Customer Service Manager
at Kin Insurance
Remote; Chicago, IL; St. Petersburg, FL
The world has changed. Why hasn’t insurance?
Kin’s mission is to reimagine home insurance For Every New Normal. While other insurers struggle to handle a fast-changing world, Kin is built for the future and is prepared to meet its challenges head on while helping our customers do the same.
Kin is proud to be one of BuiltIn Chicago’s 2021 and 2022 Best Mid Sized Companies to work for, and Forbes 2021 Best Startup Employers in North America. Simply put, our people are what make us great, and we need forward-thinking, inspired game-changers like you to join us in our mission.
So, what’s the role?
As a Bilingual Customer Service Manager, you will hire, develop, and manage the front line CS Agents through strategic mentoring to guide them towards achieving sales targets and goals. We are a cross-functional organization and you will partner with other departments to ensure your team has the tools they need to be successful. As we change the way our customers purchase insurance and interact with their agents, we value your point of view and expertise on areas of improvement.
A day in the life could include:
- Thoughtfully coach, empower and engage 12-14 diverse CS Agents
- Meet/exceed target performance objective standards for CS Agents
- Provide data reporting, analysis and tracking on team performance and individual Agent performance
- Develop and implement new service initiatives, strategies and programs
- Interact with our customers to provide excellent customer service in escalated situations
- Assist in recruiting, onboarding and training of new CS Agents
- Think outside the box inorder to achieve our service standards
I’ve got the skills but do I have the necessary ones?
- Bilingual: Spanish
- Call Center experience
- Customer Service Excites you
- Open availability Monday – Friday 7 am – 7 pm CST and one Saturday shift (8 am – 5 pm CST) every 9 weeks
- 3+ years of Customer Service/Support experience with 2+ years of leading CS Agents in the insurance space
- You possess a Property and Casualty (P&C), Personal Lines (PL), Life or Health Insurance license
- Consistent track record of meeting and exceeding performance metrics
- You thrive in a fast paced, changing environment by maintaining a genuine positive and collaborative attitude