We’re hiring a Customer Service Supervisor in Columbus, OH

The role: At Root, the customer is at the heart of all we do. Our customer service team is the gateway to our customers and directly shapes both our customer experience and the product we’re building. We’re looking to add leaders to our Customer Service Team who will be instrumental as we scale. The ideal candidate will be relentlessly curious about our customers’ experiences - utilizing data to gain insights that will continually improve the customers’ experience and drive operational efficiencies. This candidate will lead through both coaching Representatives and exemplifying Root’s long term mission for sustainable growth and best in class customer support.
 
Reports to Customer Service Manager

Responsibilities

  • Lead and mentor a team of 10-12 Customer Service Representatives, ensuring CS quality and consistency, as well as adherence to company policies and procedures
  • Model and inspire professional response and resolution to all customer inquiries and concerns
  • Initiate hiring, promotion, transfer and disciplinary action for staff
  • Provide in the moment coaching/feedback to CS reps, as well as ongoing formal performance reviews where you will implement actionable advice to improve performance
  • Communicate customer service data trends, both associate performance and product performance/questions, to Manager of CS
  • Provide recommendations to improve internal tools, product/app, marketing and overall customer experience
  • Establish, promote and maintain a culture dedicated to customer service that is easy, provides complete answers and is friendly to interact with
  • Drive motivation and engagement with our CS reps
  • Work with Manager of CS to roll out CS vision initiatives to team

Requirements

  • 1-2 years of supervisory experience (call center and/or auto insurance industry experience preferred)
  • Solid training leadership and management skills with ability to lead by example and foster mentoring relationships
  • Motivation to work independently, show initiative, and think creatively
  • Ability to provide in the moment coaching and motivation
  • Time management and problem solving skills
  • Ability to analyze team performance data and identify trends to coach accordingly
  • Proficiency in Word, Excel, and PowerPoint
  • Ability to create momentum and foster organizational change
  • Ability to teach and manage diverse learners with varying backgrounds
  • Excellent written & verbal communication skills
  • Willingness to learn and ability to gain deep knowledge of the insurance product and smartphone app

Get in touch

Finding the right people to help us build Root is a top priority. Whether you would like to explore the possibility of working together or simply learn more about the position, we’d love to hear from you!

Apply now

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If you’d like to be a part of what we are building but don’t see an opening that suits you, email us at [email protected].