Customer Care Supervisor in Mesa, AZ at National General Insurance

Date Posted: 12/2/2019

Job Snapshot

Job Description

Primary Purpose:

Oversee performance of Customer Care team by supervising call center operations, resolving escalated issues, reporting to management and coaching and guiding team members to support achievement of department quality and productivity standards


Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Guide effectiveness of customer service by communicating organizational policies and best practices, setting performance goals, monitoring calls and providing constructive feedback to ensure achievement of productivity and quality standards
  • Develop and mentor team leads by supervising managerial responsibilities and providing advice and direction to ensure a cohesive and effective approach to department leadership and guidance
  • Manage resolution of system and technology errors by monitoring equipment functionality, identifying issues and quickly escalating to management and technical professionals to ensure continued and correct customer care equipment operations
  • Contribute to continuous improvement initiatives by communicating with key stakeholders and participating in projects to support delivery of effective client and customer care programs, ensure team alignment with business goals and support achievement of service level agreements
  • Guide resolution of escalated calls by utilizing knowledge and available resources to resolve customer issues and negotiate sensitive and stressful situations
  • Support implementation of process and technology changes by gathering training resources, coordinating training programs and distributing project information to prepare team for changes and streamline transitions
  • Update key stakeholders on department production and performance by communicating with clients and managers as appropriate to regularly share pertinent information
  • Supervise daily operations of team by coordinating and communicating employee tasks, scheduling shifts, encouraging collaboration with other departments, measuring performance and providing feedback to achieve high productivity and meet service level expectations
  • Provide a positive environment by modeling cultural expectations and influencing others to reward performance and value “can do” people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
  • Adopt National General Insurance values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectives


Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High school diploma or general education degree (GED)
  • 2 years relevant experience
  • Customer service or supervisory experience; increasing levels of responsibility
  • Principles and processes for providing customer service, including customer needs assessment, de-escalation of conflict, meeting quality standards for services and evaluation of customer satisfaction
  • Principles and methodology involved in performance management, leadership technique and coordination of people and resources
  • Terminology, function and fundamental capabilities of common computer software
  • Advanced working knowledge of systems of record and processes and procedures utilized in area of responsibility
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • Motivate, develop, and direct people as they work; share knowledge with others and provide effective performance feedback
  • Organize people, tasks and activities to  yield efficient work flow
  • Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
  • Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
  • Utilize established procedures to guide decision-making
  • Ability to manage expenditures to budget
  • Facilitate discussions and manage and resolve conflict to reconcile differences among others and between self and others
  • Must possess effective verbal and written communication skills
  • Demonstrated interest in personal learning and enhancing knowledge; confront unexpected circumstances as learning opportunities
  • Ability to adapt to new situations and learn quickly
  • Maintain composure by responding calmly, quickly, professionally and decisively to the unpredictable or unexpected


Desired Skills:

  • Associate’s Degree or in-lieu of degree equivalent education, training and work-related experience
  • Mortgage or hazard insurance
  • Professional verbal Spanish language skills



Job posting ID: 2019-3420

Job Requirements


About National General Holdings:

National General Holdings Corp. is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.



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