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Supervisor, Customer Service in Nashville, TN at The General® Insurance

Date Posted: 1/7/2019

Job Snapshot

Job Description


Permanent General, a leading non-standard auto insurance provider, is seeking qualified applicants for Customer Service Supervisor in one of our call centers. Permanent General offers a fun and challenging environment where the right candidate will learn and grow with the company. We pride ourselves on teamwork and quality customer service. If you do too, please check us out!

Permanent General offers an employee-friendly work environment as well as a generous benefits package including medical, dental, vision and life insurance after one month of employment; health care and dependent care flexible spending accounts; tuition reimbursement, paid time off (vacation, sick, holidays), bonus plan participation, Employee Assistance Program, wellness initiatives, 401(k) participation with a matching contribution and much more!


This position is responsible for tracking availability/service quality statistics and ensuring that established departmental availability/service goals are met on an ongoing basis. This position will perform supervisory duties including interviewing, hiring, scheduling, attendance tracking, training, performance evaluation, corrective counseling and terminations. The Customer Service Supervisor will also be responsible for identifying operational issues that may be creating customer service/availability issues and will make recommendations to management for operational improvements. Other responsibilities will include:

  • Monitor availability among individual customer service representatives and address availability issues with individual representatives and team leaders as needed.
  • Monitor service quality and technical ability among staff by performing regular call monitoring. Document results of call monitoring and determine training needs of staff by identifying recurring quality issues.
  • Provide training as necessary to educate staff on changes to company policies and procedures.
  • Handle complaint calls from customers when the level of conflict requires the intercession of a supervisor-level associate.
  • Create staffing projections based on number of calls and policies in force using basic statistical analysis.
  • Identify operational issues that may have a negative impact on customer service availability and make recommendations to management for operational improvements.
  • Identify ways to improve work processes to increase efficiency, improve effectiveness and reduce costs; research and implement processes and programs that streamline procedures and improve availability.

Job Requirements

  • High school diploma or equivalent is required. Undergraduate level education a plus. Successful completion of Introduction to Insurance course as offered through the AICPCU or a Fire & Casualty/Sales license is helpful. 
  • Minimum of three years auto insurance customer service or underwriting experience preferred. 
  • At least two years of supervisory experience necessary. Supervision in a heavy volume, inbound call center helpful.
  • Requires a working knowledge of ACD systems; SIS experience a plus.
  • Computer proficiency along with a knowledge of Microsoft Office applications including Word, Windows and Excel.
  • Ability to perform basic math calculations (addition, subtraction, multiplication and division) as well as the calculations of averages and percentages.



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