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Team Lead, Customer Call Center in Nashville, TN at Acceptance Insurance

Date Posted: 1/4/2019

Job Snapshot

Job Description

Overview Position Summary:

Responsible for the day-to-day operational functions, including direct support of the Manager of Customer Service Call Center.  Assists Customer Service Center Manager in the day to day leadership of a high volume Customer Service Call Center.  Act as Team Lead in coaching and demonstrating proper procedures for answering phones and responding to customer inquiries from all states.  Coach and demonstrate best practices for assisting customers with issues such as endorsements, payments, and common questions. Coach and demonstrate best practices in providing excellent customer service, by showing empathy, actively listening and handling irate customers.  Responsible for projecting a professional company image through team leadership and a winning attitude.


As a Team Member at Acceptance Insurance, you will be part of growing organization that continues to evolve and positively impact the lives of our customers.


Acceptance Insurance offers a full line of benefits including: Health Insurance, Dental, Vision, Paid Vacation, Disability Insurance and Employer Matching 401(k) Program.


Company Overview:

We are principally a retailer, servicer and underwriter of non-standard personal automobile insurance based in Nashville, Tennessee. Our insurance operations actively generate revenues from selling non-standard personal automobile insurance policies and related products in 16 states. We currently conduct our servicing and underwriting operations in 13 states and are licensed as an insurer in 13 additional states.


At March 31, 2017, we leased and operated 355 retail locations and a call center staffed with employee-agents. Our employee agents primarily sell non-standard personal automobile insurance products underwritten by us, as well as certain commissionable ancillary products. In most states, our employee-agents also sell a complementary insurance product providing personal property and liability coverage for renters underwritten by us. In addition, retail locations in some markets offer non-standard personal automobile insurance serviced and underwritten by other third-party insurance carriers for which we receive a commission. In addition to our retail locations, we are able to complete the entire sales process over the phone via our call center or through the internet via our consumer-based website or mobile platform. On a limited basis, we also sell our products through selected retail locations operated by independent agents. 



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  • Assists team members in the Customer Service Call Center by answering their questions in a timely manner in GH and LOM while taking calls to clear the queue
  • Provide one call resolution on escalated calls (seek advice from other members of leadership if in need of further assistance for the customer), own the call
  • Have ability to drive team morale, performance, and knowledge
  • Able to resolve and demonstrate confidence when handling customer issues either on the phone or while assisting team members
  • Side by Sides for each team member monthly
  • Coach best practices for answering phones and coaches/demonstrates GUEST process
  • Must be able to manage workforce through Client Contact Manager and Ignite by monitoring length of phone calls, personal time, faxing, extended breaks and lunches, etc
  • Ensure that new hires have appropriate training and resources to perform their daily duties
  • Ability to work early mornings, evenings and weekends
  • Achieving 3 or higher as a YTD total on scorecard

Job Requirements

  • Excellent telephone manner to enhance relationship with customers
  • Ability to multitask and remain flexible to shift between assignments
  • Must not be currently on a corrective action plan or performance improvement plan
  • Must have received a 3 or better on last performance evaluation/scorecard (not all candidates may have had a an evaluation yet)
  • Must be in current position a minimum of 150 days
  • Workforce management or workflow management is a plus
  • Training experience is a plus
Outline the desired education level needed for the position:

  • High school diploma or GED
List specific competencies demonstrated by successful candidates in this role:

  • Language Skills:Must be able to fluently communicate, both written and verbal in English. Bilingual is a plus.
  • Mathematical Skills: Ability to calculate figures and amounts such as discounts, proportions, and complex percentages.  Ability to apply concepts of basic mathematics related to forecasting.
  • Other Skills and Abilities: Requires excellent communication- both written and verbal, time management and interpersonal skills. Individual must be extremely detail oriented and possess the ability to work efficiently and effectively with all levels of the organization.  Ability to use fax machine, office copier and computer required. 


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