Customer Service Manager

The Importance of this Role

We are looking for a Customer Service Manager to lead a team of customer service representatives or licensed service agents to drive individual performance targeting operational efficiencies, customer retention and customer experience. This leader will help Matic’s Customer Service and Retention leadership team build policies, procedures, training, objectives and initiatives.

Responsibilities

• Coach and develop a high performing customer service representatives or licensed service agents (P&C or Personal Lines license)
• Ensure the success of every direct report by providing coaching, support, and training
• Responsible for meeting the weekly, monthly and quarterly objectives of the department.
• Holds team members accountable for adhering to processes and procedures
• Identify opportunities in process and provide recommendations to leadership
• Hit service level benchmarks through management of workforce
• Gain efficiencies through perpetual process auditing and improvements
• Successfully implement change by executing change management framework
• Handle customer escalations as they arise
• Provide feedback to Sales, Learning and Development, Quality Assurance, Workforce Management, Agency Operations and Talent Acquisition

Requirements

• Bachelor's degree preferred
• 3+ years of experience leading customer service in a call center setting
• 3+ years of related experience  in insurance sales, service or underwriting with increasing levels of responsibility preferred
• P&C or Personal Lines licensing prefered
• Strong analytical skills to synthesize data to determine and drive meaningful change with the team
• Ability to communicate effectively internally and externally
• Strong ability to prioritize tasks and to work well under pressure
• Detail oriented, persistent, and patient
• Location: Columbus, Ohio (100% On-Site). This role requires daily reporting to our local office; remote work is not an option for this specific position

What We Offer

• Base Salary: $63,000 - $85,000
• Monthly variable bonus target: $1,000
• You have an ownership stake - all Maticians receive Matic stock options.
• Unlimited Paid Time Off.
• Company covered Health, Dental & Vision insurance for each Matician ($0 out of your paycheck for benefits), plus HSA with employer contribution.
• 401(k) Retirement Plan.
• Continuing education, licensing and professional development paid for by Matic.
• A TRUE team culture -  One team, one dream is our company motto and while we are working hard to simplify the world of insurance, we never forget to play hard as well - we pride ourselves on frequent team events like happy hours, game nights, volleyball/kickball teams, etc! 
• Modern office environment (that’s CDC compliant!) - we have a trendy HQ in the heart of German Village in downtown Columbus with awesome amenities including ping pong tables, coffee/espresso bar, flavored water bar (sparkling or still, your choice!).  

About Matic

Matic is a startup with ample opportunities for growth. Since 2014, Matic has changed the landscape of the insurtech industry by integrating insurance within the home and auto ownership experience. Today, Matic’s digital insurance marketplace has over 50 A-rated home and auto carriers, as well as distribution partners in industries ranging from mortgage origination and servicing to banking, auto financing, and much more.

We hire rock stars who are passionate about owning their work and are obsessed with finding a better way. Working at Matic means working collaboratively towards one common goal; we are one team with one dream. We have a fast-paced culture that is driven by quality, transparency, and of course fun.

Applicants must be currently authorized to work in the United States on a full-time basis now and in the future. This position does not offer sponsorship.