Esurance is looking for a Sales Support 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.
Leads the daily activities of a team of Sales Support associates. Handles and resolves escalated or complex inquiries and provides assistance, coaching and mentoring to team members.
Monitors associates' performance, gives timely feedback and communicates results to ensure standards are met.
Reviews and conducts required auditing to ensure team meets performance standards, policies and procedures are followed and ensures issue resolution is consistent and accurate.
Provides coaching and training and serves as a resource in the resolution of complex problems and issues.
Prepares reports and documentation concerning departmental activities.
Ensures staffing needs are met and assesses call volume to determine if additional coverage needs are necessary.
Manages Agent MOD program, including the selection process, training, coaching, scheduling of agents and ensuring goals and standards are met.
Manages and reviews associates' timecards and ensures adherence to schedules..
Participates in the establishment of departmental goals and assists with implementing procedures and performance standards to achieve these goals.
Manages special projects, ensuring tasks are completed and goals are met.
Recommends process improvements and system enhancements to address areas of opportunity for sales; works with training to address trends that have been identified.
Handles analyzing, investigating and resolving complaints filed by customers, providing customers with requested information and explanations, and serving as liaison between the customer and the business.
May substitute in a manager role as needed.
Responsible for the employment, promotion, associate performance evaluation, training, motivation, counseling, and discipline of assigned associates.
Other duties as assigned.
Detail-oriented with strong organizational skills, able to work well under deadlines in a changing environment and perform multiple tasks effectively and concurrently.
Able to manage relationships with internal and external customers.
Able to work independently and within a collaborative team oriented environment using sound judgment in decision-making.
Excellent communication skills both oral and written.
Excellent customer service and coaching/sales training skills.
Demonstrated proficiency with Microsoft Office Suite (Outlook, Excel, PowerPoint, and Word).
Ability to obtain a Property and Casualty License.
Experience / Education:
High school diploma or equivalent work experience required, associate's degree in business, finance, a related field or equivalent experience preferred.
1-3 years of process management or call center management experience with two years of project management or supervisor/people management experience preferred.
Prior Sales and Property/ Casualty industry background preferred.
Physical Demands and Work Environment: Representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be able to operate a PC and sit for extended periods of time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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
Accidental death and dismemberment coverage
Wellness tools and coaching
Group critical illness coverage
Accident indemnity and hospital indemnity plans
Student Loan Repayment Program
401(k) plan with annual matching contribution
Performance-rewarding bonus system
Tuition assistance program (up to $5,250 per year)
Health savings and flexible spending accounts
Family & community
Buckle Up Baby program
Pet insurance discount
Charitable gift matching
Give Time, Get Time volunteer program
Employee Assistance Program
Paid time off (holidays, vacation, personal days)
Long-term disability (employee-paid option)