Director of Customer Service and Reputation/Brand Management

Are you a customer service centric individual…. Are you passionate about the customer experience… Do you have a passion for working with people…. Would you score your interpersonal skills a 10?

We are looking for a candidate who can demonstrate strong and capable leadership qualities with an ability to resolve all types of customer inquiries. The ideal candidate will know how to supervise and mentor other customer service and claims representatives by teaching them industry best practices, offering feedback, and establishing measurable customer satisfaction goals. This candidate will also field customer service calls and be a mentor for the customer service team.

Objectives of this role

• Manage daily workflow within the customer service department
• Create and track customer service goals
• Supervise a team of customer service and claims representatives
• Directing the daily operations of the claims department
• Fielding Customer Service Inquires
• Answering the telephone and making follow-up calls
• Actively walk the customer service floor listening to customer service calls
• Train and shadow the customer service representatives
• Ensuring that all claims are handled in a timely and accurate manner
• Investigating and resolving complex claim issues
• Develop and implement claims handling procedures and policies to improve efficiency and ensure compliance with state and federal regulations
• Negotiate settlements with claimants or their representatives, aiming to resolve claims fairly and minimize financial impact on the company
• Use company AI phone system to listen to calls to help detect any customer service issues to be proactive to avoid escalation opportunities
• Hire and onboard new customer service employees
• Document all interactions with clients
• Travel to other Good Greek offices as needed
• Performing other general office duties as assigned

• Respond to customer inquiries on a regular basis
• Receive and implement customer feedback to improve the quality of service
• Manage daily progress in meeting important business metrics
• Generate detailed reports on customer interactions
• Provide additional upskilling or learning opportunities for team members
• Oversee the budget for the customer service department

• Demonstrated experience in customer service
• Strong understanding of customer service software
• Clear verbal and written communication skills
• Proficiency in Microsoft Office.
• Familiarity with management techniques
• Ability to meet and exceed customer needs
• Bachelors Degree

• Interpersonal skills
• Problem-solving skills
• Ability to maintain customer confidentiality
• Ability to work collaboratively
• Bilingual

*Good Greek and its affiliates are equal opportunity employers. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.