Team Lead, Customer Care Independent Agent Channel

The Team Lead will be responsible for working collaboratively across the organization to develop and deliver a customer experience that differentiates Plymouth Rock as a premier service organization. The team lead will create a culture that embodies our brand and work collaboratively with supervisors to utilize its full resources to drive an efficient organization in delivering the highest quality. They must be a problem solver who demonstrates the highest standard of quality service, flexibility, commitment and courtesy in dealing with customers and co-workers. The Team Lead will be involved in all lines of business and in many cases may represent the Supervisor or Director of Customer Solutions.

Essential Functions And Responsibilities

Foster an environment that is team oriented, customer responsive and quality driven Develop staff through real-time feedback, coaching, and ongoing training Identify key trends and implement process for communicating, tracking, and resolving root cause Proactively assist in call handling and processing of daily department workload to ensure we meet service standards Monitor queues to ensure associates remain available for our customers Develop, coach and train new employees and existing associates in accordance with department service objectives, regulatory changes, and major process improvements Assist in documenting and maintaining department procedures Become subject matter experts of department procedures, guidelines and provide feedback and input into potential enhancements Be available and approachable to address thoughtfully complaints, questions and inquiries Function in supervisory capacity when the supervisor is unavailable or/and out of office Capable of working independently with minimal supervision Set a professional example in both approach and work ethic Team lead should be available to work all shifts including a rotating Saturday shift Other duties and special projects as assigned

Qualifications and Education

A four year college degree and P&C license is preferred Prior or current experience in a customer facing role Plymouth Rock product knowledge is preferred and underwriting experience is a plus Ability to adapt and remain positive in an ever changing environment Excellent organizational skills Exceptional analytical, critical thinking and problem solving skills Excellent written and oral communication skills Ability to multi-task and work in fast paced environment Ability to listen and demonstrate good judgment while providing superior service Excellent technical skills required, including the Microsoft Office Suite

About The Company

The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.