Senior Specialist
Department: Customer Service
Promotion to this role is subject to availability.
Role Overview
Role Description
Supports team operations by assisting with phones, coordinating coverage, and occasionally leading huddles while demonstrating strong time management, organization, and adherence to policies; communicates clearly and proactively to address trends and issues, remains open to feedback, and serves as a knowledgeable team resource by supporting CSRs and training new and newly licensed reps while maintaining professionalism and ownership of assigned responsibilities.
- Demonstrates strong time management, organization, and ability to work independently
- Completes tasks consistently and based on priority
- Supports operations by handling phones as needed
- Follows through on assigned stretch opportunities and coaching feedback
- Communicates clearly, concisely, and professionally
- Maintains professionalism with customers, peers, and business partners
- Acts as a resource for CSRs when leadership is unavailable
- Contributes to a positive, collaborative team environment
- Assists new representatives on the floor
- Conducts side-by-side and iFlyYou- guided phone observations for new hires
- Provides ongoing support and guidance while remaining open to feedback and constructive criticism
- Identifies and communicates trends or issues constructively
- Demonstrates strong understanding of internal systems to support troubleshooting and team guidance
Key Skills & Competencies
Productivity: 87 - 91%
Adherence: 91 - 94%
Customer Satisfaction: 81 - 84%
Service Excellence: 75 - 80%
KPIs
Role Development
Guidelines for Promotion into this Role
Mastered skills for phone and processing support
Interpersonal skills to train, mentor and coach
Skilled at handling escalated service requests
History of modeling behavior as it relates to production, adherence and commitment to great service
Track record of successful project work
Beyond this Role
Common Next Roles
Team Lead
Business Analyst
Claims Associate
Home Sales
Associate Underwriter
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