Customer Service Supervisor

🔥 42 minutes ago

🌵 Arizona – Remote

🌵 Arizona – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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Independence Pet Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

👥 B2C

🧘 Wellness

Insurance • B2C • Wellness

Independence Pet Group is one of North America’s largest pet insurance and services organizations. The company supports insurance for more than 800,000 pets in the U. S. and Canada, with a mission to strengthen the bond between pets and their owners through innovative products and services. IPG offers a comprehensive range of underwriting options, turnkey partner solutions, and consumer-facing insurance products to support pets throughout their lives. The company is home to several insurance brands, providing vital support and services in the pet care industry.

📋 Description

• Mentor a team of 15–18 Insurance Professionals, providing feedback, coaching, and accountability. • Monitor KPIs and address gaps proactively while recognizing strong performance. • Oversee schedules, workload distribution, and real-time performance. • Serve as the point of contact for escalations, ensuring rapid resolution and reinforcement of best practices. • Partner with leadership, Workforce Management, and Training to plan staffing, scheduling, and development strategies. • Identify opportunities to enhance efficiency, service, and team experience. • Foster an inclusive, supportive, and motivating environment. • Lead team meetings and facilitate effective virtual communication. • Work closely with HR, Talent Acquisition, and cross-functional leaders on recruiting, onboarding, retention, and performance management. • Support department initiatives, special projects, and change management activities as assigned.

🎯 Requirements

• Bachelor’s degree, or High School Diploma/GED • 2+ years of progressive Contact Center experience. • Proven experience supervising or leading others with ability to coach, develop, and hold others accountable. • Strong sense of urgency; thrives in fast-paced, results-oriented, high-volume environments. • Demonstrated ability to analyze data, make decisions, and proactively manage team performance. • Strong problem-solving, organizational, and time management skills; adaptable to changing priorities. • Ability to obtain a Property & Casualty insurance license within 90 days. • Flexibility to work all hours of operation when needed. • Proficiency with Microsoft Office Suite; familiarity with telephony/workforce management systems (Avaya, Verint, NICE).

🏖️ Benefits

• Comprehensive full medical, dental and vision Insurance • Basic Life Insurance at no cost to the employee • Company paid short-term and long-term disability • 12 weeks of 100% paid Parental Leave • Health Savings Account (HSA) • Flexible Spending Accounts (FSA) • Retirement savings plan • Personal Paid Time Off • Paid holidays and company-wide Wellness Day off • Paid time off to volunteer at nonprofit organizations • Pet friendly office environment • Commuter Benefits • Group Pet Insurance • On the job training and skills development • Employee Assistance Program (EAP)