Founded in 1985, SelectQuote (NYSE: SLQT) provides solutions that help consumers protect their most valuable assets: their families, health and property. The company pioneered the model of providing unbiased comparisons from multiple, highly rated insurance companies allowing consumers to choose the policy and terms that best meet their unique needs. Two foundational pillars underpin SelectQuote’s success: a strong force of highly trained and skilled agents, who provide consultative needs analysis for every consumer, and proprietary technology that sources and routes high quality leads. The company has three core business lines: SelectQuote Senior, SelectQuote Life and SelectQuote Auto and Home. SelectQuote Senior, the largest and fastest-growing business, serves the needs of a demographic that sees 10,000 people turn 65 each day with a range of Medicare Advantage and Medicare Supplement plans.

Job Summary:

This position is responsible for overseeing daily operations within the SelectQuote Auto & Home Customer Service department ensuring an exceptional customer experience from the remote inbound call center and outbound follow up teams. The ideal candidate will possess leadership expertise that guides the behaviors necessary to achieve a best in class Answer Rate, Service Level, Agent Occupancy, & Net Promoter score. The Customer Service Manager needs to be able to interact with people from other departments and communicate effectively with them regarding issues related to service, retention, and the team’s overall workflow.

Essential Functions

  • Manage to key operational metrics that drive performance for the Service and Retention departments
  • Provide guidance toward best possible resolution path for escalated Property & Casualty coverage issues related to customer & carrier inquiries
  • Ensure completion of all payroll activities including Timesheet & Commission Reconciliation
  • Ensure effective department productivity and communication
  • Effectively resolve any and all customer/carrier insurance issues
  • Oversee Service efforts for all products related to customer onboarding
  • Continuously identify ways to improve processes
  • Inform and make recommendations to senior management
  • Maintain effective relationships with carrier underwriting and admin staff

Training & Experience:

  • Bachelor’s degree is preferred
  • At least 3 years of management/supervisor experience required
  • 2-3 years of experience in a production environment, specifically call center client management
  • 5+ years background experience in Property & Casualty insurance preferred
  • Excellent troubleshooting and case investigation skills
  • Excellent oral and written communication skills
  • Strong organizational and time management skills
  • Ability to multitask
  • Detail oriented
  • Strong interpersonal skills
  • Team player
  • Works well under pressure
  • Results driven
  • Strong computer skills
  • Ability to learn new software quickly

Benefits:

It’s an exciting time to join SelectQuote. We became a publicly traded company in 2020 with the first 100% virtual IPO (non-biotech) in American history. We have also been recognized nationally on the 2021 Top Workplaces USA list and by the Kansas City Business Journal as a 2020 Best Places to Work honoree.


Full-time employees are eligible for medical, dental, vision, voluntary short-term disability, company-paid long term disability, company-paid life insurance and accidental death & dismemberment (AD&D), 401(k) + company match and 100% vesting after 4 years, discretionary profit sharing, employee stock purchase program (espp), paid time off, floating holidays, paid maternity leave, paid parental bonding leave, tuition reimbursement, jury duty pay, and other paid leaves vary based on work location.