• Customer Service Supervisor

    Location US-SD-Sioux Falls | US-UT-Ogden
    Job ID
  • Summary

    Esurance is looking for a Customer Service Supervisor to join a dynamic and award-winning team of individuals who are committed to making insurance smarter, easier, and dare we say- cooler. As part of a growing company that is focused on providing an outstanding customer experience, you’ll have the opportunity to expand your skills and discover your potential.


    If you’re looking for a career at a socially conscious company that offers great benefits — including matching 401k and tuition reimbursement — then you may have just found your new home. 


    Esurance combines the spunk of a startup company with the backing of Allstate (the largest publicly held personal lines insurer in the U.S.) to create a unique, energized, and exciting place to work. 


    • Provide on-going coaching to each Customer Service Associate (CSA) on their team to ensure consistent performance and demonstration of Core Values.
    • Responsible for departmental performance levels in the call center, including abandon rate, average handle time, timeliness, quality, and efficiency.
    • Ensure successful departmental and individual performance by coaching quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends, recommending process and procedural improvements
    • Provide guidance toward development of skills and knowledge of policy to assigned staff and assist in training/coaching of representatives.
    • Determine needs for additional training of assigned staff based on work review and QA reviews.
    • Complete monthly required coaching to provide confident and timely feedback to staff
    • Provide hands-on departmental assistance during periods of peak volume.
    • Interviews, hires, evaluates, manages, counsels and develops staff in order to ensure accountability for achievement of departmental goals and objectives
    • Attend training sessions and complete continuing education as required.
    • Perform other duties and special projects as assigned.


    • Outstanding organizational and time management skills
    • Excellent oral and written communication skills.
    • Able to handle confidential information appropriately and communicate in a professional and courteous manner at all times.
    • Ability to prioritize and multitask in a fast-paced environment
    • Strong analytical and problem solving skills.
    • PC proficiency, including MS Office Suite.
    • Willingness and ability to adhere to all organizational policies and procedures.
    • Able to meet state standards and pass examination to obtain a Property & Casualty Insurance license if required by the particular team assigned.


    Experience / Education:

    • Associate’s degree in business administration or a related field preferred, high school diploma or equivalent education required.
    • 2 or more years experience in a supervisory or lead role required.
    • 3 or more years experience in the Property and Casualty Insurance Industry or in Underwriting / Rating preferred


    At Esurance, being committed to our employees is not just something we say, it’s something we do. Our benefits package is designed to help our associates stay healthy, meet their long-term financial goals, and balance the demands of work and personal life. Esurance rewards hard work, dedication, and creativity with competitive salaries and a generous bonus system. We are committed to our employees and we are dedicated to creating a diverse, positive, innovative and team-oriented work environment.

    Health & wellness

    • Medical, vision, and dental insurance
    • Life insurance (company-paid and supplemental)
    • Accidental death and dismemberment coverage
    • Wellness coaching and incentives
    • Group critical illness coverage
    • Accident indemnity and hospital indemnity plans
    • Group legal


    • 401(k) plan with annual matching contribution
    • Referral bonuses
    • Performance-rewarding bonus system
    • Tuition assistance program (up to $5,250 per year)
    • Health savings and flexible spending accounts
    • Commuter benefits

    Family & Community

    • Adoption assistance
    • Maternity leave
    • Buckle Up Baby program
    • Pet insurance discount
    • Charitable gift matching
    • Give Time, Get Time volunteer program
    • Employee Assistance Program

    Time off

    • Short-term disability
    • Long-term disability (employee-paid option)
    • Paid time off (holidays, vacation, personal choice days)


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