Job Openings

This key position is one of the most important roles at Zinsurance. The Customer Service Leader will plan, coordinate, and manage all activities of the insurance customer service team. This person is responsible for maintaining and enhancing customer relationships and meeting the organizational and operational objectives for a startup digital insurance agency. This person will build and enhance the customer service function at Zinsurance to ensure superior customer service appropriate for various levels of business volume.

Key Skills and Required Competencies

• Superior oral and written communication skills
• Patient and consistent customer service focus
• High stress tolerance and ability to effectively communicate with many types of customers
• Multi-lingual capability, particularly Spanish, is strongly preferred
• Leadership and supervisory skills
• Strong analytical and problem-solving skills
• Efficient and effective decision-maker
• Detail oriented and effective at planning and organization of tasks
• Initiative to solve problems and independently recommend solutions
• Willingness to constantly learn and grow professionally
• Flexibility to work effectively in both in-person and remote environments
• Superior presentation skills
Education and Experience Requirements
• Bachelor's degree in communications or related field
• at least three years of customer service experience at a carrier or agency with a focus on homeowners insurance
• customer service experience with, and knowledge of, the Long Island and NYC metro markets
• extensive homeowners and auto insurance product and coverage knowledge
• experienced in responding effectively to questions related to home insurance coverages, billing and payments, and claim reporting
• supervisory experience managing small teams and directing outsourced customer service functions is strongly preferred
• in-depth knowledge of customer service principles and practices related to phone, email, text, chat and social media channels.
• proficient in MS Office applications including Outlook, Word, and Excel
• experience using social media platforms, including Facebook, LinkedIn, and Twitter
• experience managing remote communications including Zoom, MS Teams, and similar tools
• personal lines insurance agent license or other professional designations not required but strongly preferred
Primary Responsibilities
• develop and implement customer service policies and procedures for a startup digital insurance agency
• define and communicate customer service standards and key performance indicators (KPIs) to management and support team
• monitor KPIs to ensure highest quality customer service, adjusting performance targets as needed
• review and assess customer service vendors such as communications providers and outsourced off-hours partners
• interview and play lead role in making hiring decisions for support team and outsourced customer service vendors
• direct the daily operations of the customer service support team
• develop call and text scripts to ensure consistent handling for various categories of customer service requests
• plan, prioritize and delegate daily work tasks to ensure proper functioning of the department
• develop and refine communication handling procedures such as call trees and efficient ‘one-and-done’ solutions and effective routing / escalation strategies to maximize customer satisfaction
• ensure the necessary resources and tools are available for quality customer service and recommend improvements to management
• develop, track, and communicate results of customer surveys for all types of customer interactions
• review and address customer complaints in a timely manner through direct communication with customers, documentation of issues and lessons learned, and prompt response to public complaints
• monitor accuracy of customer service KPI reports and database information quality
• monitor customer service performance by frequently auditing a random sampling of calls, written communications, and social media interactions.
• maintain reports for management that are used to maintain or improve performance of individuals and for the support team overall
• develop back up plans and strategies to ensure customer service continues to be high quality under any circumstances
• proactively communicate with company management to support and implement growth strategies while ensuring superior customer service
• assist in testing, development, and refinement of systems and technologies used to efficiently handle customer service workflow including phone, text, mobile app, billing, policy and claims management systems
• manage responses to customer communications made through social media outlets
• assist in reviewing, writing, and improving company website content and provide feedback that improves customers’ ability to find relevant information and answers to frequently asked questions
• assist in development of staffing plans and budgets for the customer service function
• develop and complete performance reviews for staff
• identify and address staff training and coaching needs
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