As the Customer Service Billing Supervisor, you will be supervising a team of Commercial Billing professionals focused on meeting customer expectations and desired experience while ensuring service level agreements are achieved. In addition to, supporting other departments within the company. This team offers an exceptional customer service experience as the central point for all inbound contacts. You will ensure that quality standards are maintained with each contact received. To be successful in this role, you will be responsible for quality measurement, the achievement of unit goals and established KPI’s, mentoring and coaching their direct reports, expense management and personnel responsibilities, to include but not limited to one on ones, performance reviews, training assistance and scheduling. You will work closely with managers in other departments and vendor relationships outside GuideOne. This position requires a broad understanding of and familiarity with contact center, PolicyCenter and BillingCenter and telecom systems. A reasonable degree of creativity, latitude and ability to exercises independent judgment is expected.

Responsibilities:

• Supervises a team of Commercial Billing professionals focused on meeting customer expectations and desired experience while ensuring service level agreements are achieved.

• Collaborate and support other department leaders to seek continuous improvement of processes and procedures.

• Maintain a level of performance that will achieve established quality and productivity standards, KPI’s that will be in place to measure Commercial Billing success.

• Manages and provides oversight of outsourced services.

• Responsible for personnel management to include but not limited to interviewing, hiring, and onboarding new hires, one on ones, performance reviews and performance management. Assist with training and scheduling.

• Assist with budget creation, expense control, monthly expense reports and adherence to corporate financial and spending policies.

• Provides assistance to the team by answering situational and technical questions while encouraging self-directed research and a positive team environment.

• Manages projects; ensuring deliverables are on time and operationally effective.

• Resolve escalated issues by phone and email. Consults other departments, as needed; for customer resolution of escalated situations.

• Builds and maintains strong working relationships with agents, agency staff and internal departments.

  Required Qualifications:

• Bachelor’s degree in business administration, or 5-8 years of related field or equivalent combination of training and/or experience.

• 2-3 years of personnel management experience required.

  Recommended Qualifications:

• 7-10 years of customer service experience preferred.

• 3-5 years of contact center management preferred.

• Property and Casualty insurance industry knowledge preferred.

• Insurance industry designations preferred.

• Demonstrates the ability to use common to complex concepts, practices and procedures within the customer care and claim fields.

• Strong computer skills including Microsoft Office (Excel, Word, PowerPoint, Outlook).

• Ability to convey clear, concise information to others, using verbal or other appropriate communication techniques.

• Compose written correspondence and factual reports which are well-organized and concise, utilizing proper English, grammar, punctuation, and spelling.

• Intermediate mathematical calculations/problems (formulas, percentages, spreadsheets, etc.).

• Compare data to formulate and prepare budgets, long range goals, and reports.

• Knowledge of Insurance terms, industry related regulations and laws.

• Demonstrates leadership experience and presentation skills.

• Complete formal training plan and assignments as required.

• Treat others in a non-discriminatory, lawful and ethical manner, respecting the differences among people, and the value they bring to GuideOne.

• Follow safe practices in all work activities to avoid injuries and accidents.

• Overnight travel may be required.

• Ability to hold department trainings as needed.

  Benefits:

We are proud to offer a robust benefits suite that includes:

• Competitive base salary plus incentive plans for eligible team members

• 401(K) retirement plan that includes a company match of up to 6% of your eligible salary

• Free basic life and AD&D, long-term disability and short-term disability insurance

• Medical, dental and vision plans to meet your unique healthcare needs

• Wellness incentives

• Generous time off program that includes personal, holiday and volunteer paid time off

• Flexible work schedules and hybrid/remote options for eligible positions

• Educational assistance