Director, CX & Solutions

Atlanta, United States | Posted on 07/22/2024

We are an insurance company offering minimum limits auto insurance coverage. Our policies are sold to customers who trust their agents to get them the coverage they need at a price they can afford.

Our company is headquartered in Atlanta, GA with offices in Tampa, FL, Dallas, TX, and McAllen, TX and operates through the subsidiaries AssuranceAmerica Insurance Company, AssuranceAmerica Managing General Agency and InsureMax Insurance Company.

Job Description

JOIN THE ASSURANCE AMERICA TEAM

Do you want to be part of an organization where you are valued, and your ideas and opinions have an impact? Join the AssuranceAmerica team.

AssuranceAmerica is a small insurance company based in Atlanta, GA that has been growing its auto (and renters) insurance products from $270M (2022) to $450M by year end 2024 (forecast). (roughly a 70% CAGR in the last 2 years).

We are looking for a Customer Experience & Solutions Manager / Director that is tech biased, phone-operations expert and action driven. This rapid growth (60/70% in two years) has tested our processes (uncovering bottlenecks), ability to make data-driven decisions and desire to meet our customers’ needs with a simple, friendly and smooth experience.

This individual will own customer solutions call center function, help create/develop and improve overall customer experience (which will lower the needs for calling in) and contribute to diversifying our portfolio of customer solutions (phone, chat, AI bots, automation). This is a great time to join AssuranceAmerica!!

CX & Solutions Manager/Director

Director of Customer Service is directly responsible for establishing and driving KPIs, establishing a vision for the future and driving toward automation within the call center operation. He/she will evaluate and adjust strategies to respond to changing market conditions and create a high performing team in a results-driven sales environment. Additionally, he/she will provide strategic oversight and leadership for the Customer Service, Underwriting Department and training representatives while driving AA’s service experience.

Requirements

About the ROLE

Each day at AssuranceAmerica is different, but as Director, CX & Operations, you will:

1. Oversight of call center staff, operations, analytics and reports to achieve SLA performance while maintaining high-quality call service.
2. Identify areas of improvement and corresponding plan of action (automation, AI, process flow).
3. Maintain a strategic plan complete with appropriate staffing level, operational order, and cost controls in support of department and organization goals that are in line with industry standards.
4. Ensure entire CS Team is trained and “mission ready” on full-cycle customer service functions to include fluidity in software platforms, backlog errors, workflow processes and responding to customer service inquiries in accordance to quality standards.
5. Align people, processes, and technology to identify appropriate communication strategies required to support customers and their unique needs.
6. Cross / Up selling to insureds and agents alike.
7. Ensure all incoming and outgoing calls are handled with optimum efficiency and consideration of our customers’ needs and a style consistent with our sales team standards.
8. Periodically analyze workflow plan to ensure proper distribution of work and timely processing of assignments. Conduct quality checks, evaluation, and silent monitoring. Track call trends and make decisions based on organized information.
9. Act as servant leader, coach, mentor.
10. Guide and oversee special projects and assignments as needed.

About YOU

1. B.S. in Engineering, Business or Finance required.
2. 10+ years of experience in distribution operations and management positions.
3. Proven track record of delivering high performance operating results in a growing business.
4. Proven ability to develop and implement growth strategies including market analysis, business plan development and evaluation of project potentials.
5. Strong mathematical modelling skills. Keen understanding of financial planning, management, and reporting.
6. Demonstrated ability to lead people and achieve results through others.
7. Experience with problem analysis and resolution with a proven track record of continuous improvement.
8. Experience with Total Quality Business Excellence and business process management with Customer Solutions.
9. Experience with project management (Planning, Time Management, Leadership and Communication).

Physical Requirements

1. Prolonged periods sitting at a desk and working on a computer.
2. Must be able to lift 15 pounds at times.
3. Must be able to travel as needed.

About US

We are direct, results-driven, and dedicated to the success of our business and each other.

We are a diverse group of thinkers and doers.

We offer many opportunities to grow in your professional skills and career.

We fight homelessness by directing 5% of our earnings from each policy we sell to organizations that help those in need. We call it our Generous Policy.

WHAT WE OFFER

AssuranceAmerica provides these benefits to Associates:

1. Premium healthcare plans: All full-time Associates and part-time Associates working a regular schedule of 30 hours or more, are eligible for day one benefits including Medical, Dental, Vision, Voluntary Life, Flexible Spending Accounts, and a Health Savings Account.
2. Employer Paid Benefits: We enroll all eligible Associates in Group Life and AD&D Insurance, Short- and Long-Term Disability Plans, Employee Assistance Program, Travel Assist, and the Benefit Resource Card which includes Teladoc, Pet Insurance and Health Advocate.
3. 401(k) Employer Match: We want to help you prepare for the future, now. All full-time and part-time Associates over age 21 are eligible to participate in the 401(k) Savings Plan. AssuranceAmerica will match 100% of the first 4% of an Associate’s contributions.
4. Engagement Events: We make time for fun activities that strengthen Associate relationships in all our locations.
5. Annual Learning Credit: Want to learn something new? We'll reimburse you for approved educational assistance.
6. Paid Time Off (PTO), Parental Leave Pay, Volunteer Time Off (VTO), Bereavement Pay, Military Leave Pay, and Jury Duty Pay.

We believe the right fit is more important than a checklist. If you have most of what we’re looking for in this role and our culture and mission speak to you, contact us. We want to hear from you !