Head of Customer Service

Company Overview: U Trust Insurance Agency LLC, a prominent provider of trucking insurance solutions, serves small to medium-sized trucking businesses across 27 states. With a commitment to exceptional customer service, we aim to set new standards in the insurance industry, distinguishing ourselves by the quality of support and expertise we offer our clients.

Job Description: The Head of Customer Service will be responsible for leading a significant transformation within our Customer Service Department. This strategic leadership role involves overseeing the analysis, design, and implementation of best practices that align with the highest industry standards. The ideal candidate will bring a visionary approach to structuring effective service operations that enhance client satisfaction and loyalty.

Key Responsibilities:

• Service Strategy and Leadership:
  • Evaluate current customer service methodologies and performance, identifying key areas for improvement.
  • Develop a comprehensive plan to enhance service quality, including technology upgrades, process improvements, and training programs.
  • Lead the customer service team of 7−10 members, setting a strong example of leadership and commitment to excellence.
• Standards Development and Implementation:
  • Collaborate with other department heads and senior management to establish and document clear and consistent standards for customer communication and interaction.
  • Implement structured service protocols and guidelines that all team members will follow to ensure a uniform and high-quality customer experience.
• Performance Management:
  • Design and introduce Key Performance Indicators (KPIs) for various customer service roles to measure success and identify areas for enhancement.
  • Monitor team performance against these KPIs, providing regular feedback and coaching to encourage team development and improvement.
  • Conduct regular performance reviews and organize training sessions to address any gaps in skills or knowledge.
• Customer Relationship Management:
  • Oversee the management of customer interactions, ensuring all team members deliver service that meets or exceeds our established standards.
  • Use customer feedback and satisfaction surveys to further refine customer service practices and initiatives.
  • Ensure effective use of CRM systems, like Salesforce, to track customer interactions and derive insights for continuous improvement.

Requirements:

• Minimum of 5 years experience in customer service, with at least 3 years in a managerial or leadership role.
• Proven ability to lead service transformations and manage high-performing teams.
• Excellent command of English, both spoken and written.
• Proficiency in Office 365 and in-depth knowledge of CRM systems.

Working Hours:

• The position requires a standard work schedule from 9 AM to 5 PM, with flexibility based on Eastern Time (ET) or Western Time (PT), which corresponds to 3 PM to 12 AM or 6 PM to 2 AM Kyiv time.

Benefits:

• Comprehensive corporate training to enhance your knowledge of the insurance industry.
• Full suite of corporate equipment provided, including laptops, monitors, headsets, and mouse.

Why Join Us:

Joining our team means becoming part of a dynamic, supportive, and forward-thinking organization committed to innovation and excellence. Here are just a few reasons why this opportunity is not to be missed:

• Professional Growth: We invest in your future through on-the-job training and professional development opportunities. You’ll have the chance to gain invaluable experience and expand your skills directly under the guidance of our leadership team.
• State-of-the-Art Equipment: To ensure you have all the tools needed for success, we provide a high-quality laptop, display, and headset. We believe in equipping our team with the best resources to facilitate efficiency, comfort, and performance.
• Flexible and Remote Work: Embrace the flexibility of working remotely, allowing for a better work-life balance. Our standard working days are Monday to Friday, with weekends off (Saturday and Sunday), ensuring you have time to rest and recharge.
• Inclusive and Supportive Culture: Be part of an environment where every team member is valued, respected, and has the opportunity to contribute to our shared goals. We’re dedicated to fostering an inclusive culture that promotes collaboration, creativity, and personal growth.

By choosing to work with us, you’re not just taking a job; you’re embarking on a journey to grow your career with a company that cares deeply about your personal and professional development.