Note: The job is a remote job and is open to candidates in USA. Prestige Trucking Insurance is seeking a Strategic Lead Customer Service Representative to help lead its insurance servicing function. This key leadership role is responsible for overseeing the Customer Service team, supporting high-volume client accounts, and serving as the primary trainer for all new service hires.
Responsibilities
- Audit and redefine best practices for service
- Strategically lead and own the KPIs around service delivery
- Monitor departmental KPIs including response time, accuracy, and client satisfaction
- Assist in managing the Service Inbox (Service Box) and ensure timely and accurate task completion
- Oversee the COI Department to ensure timely processing and address escalations or special requests
- Support the CAB Reports process, ensuring proper follow-ups and compliance
- Identify and recommend process improvements and workflow enhancements
- Ensure all documentation and client records meet agency, carrier, and regulatory standards
- Assist with internal audits, quality assurance reviews, and compliance processes
- Provide guidance, coaching, and support to Customer Service Representatives and Account Managers
- Serve as a point of contact for team members’ questions, queries, and escalations
- Assist in resolving complex or disgruntled client issues professionally and efficiently
- Support the Customer Service Manager and Director of Operations in any areas needed, including reporting or administrative projects
- Serve as acting manager in the absence of the Customer Service Manager, including conducting departmental meetings, monitoring performance, and maintaining productivity standards
- Foster a positive, collaborative, and accountable work culture, leading by example
- Ensure compliance with company procedures, regulatory requirements, and service standards
- Establish best practices for providing high quality client support
- Provide operational and service support for high-volume and large client accounts
- Handle complex client inquiries, escalations, and service-related issues
- Ensure accurate processing of Certificates of Insurance (COIs), endorsements, coverage changes, cancellations, and reinstatements
- Maintain organized, compliant, and up-to-date client records, emails, and documentation in agency management systems
- Collaborate with MGAs, carriers, and internal departments to facilitate timely and effective resolution of client requests
- Conduct comprehensive onboarding and training programs for all new service hires across Prestige, including US-based and remote team members
- Responsible for training all Customer Service and Service Department new hires, assisting with their onboarding, and ensuring they understand workflows, procedures, compliance requirements, and agency standards
- Monitor and evaluate trainee performance, documenting progress and readiness for team placement
- Provide detailed reports on each trainee’s performance, strengths, and areas for development to the Customer Service Manager prior to transferring employees to their respective teams
- Continuously improve training materials and methods to maintain consistency, quality, and operational efficiency across all teams
Skills
- High school diploma or GED required
- 2–5 years of commercial/trucking insurance experience
- Prior leadership or senior CSR experience highly desirable
- 2-20 Property and Casualty License
- Strong leadership, mentoring, and team development abilities
- Strong understanding of trucking coverages, servicing workflows, and carrier requirements
- Resolves escalated issues effectively and knows when to involve management or producers
- Ensures accuracy in policy changes, certificates, endorsements, and documentation
- Communicates clearly and professionally with clients, carriers, and internal teams
- Manages multiple priorities while meeting turnaround and SLA expectations
- Handles sensitive client information with discretion and reliability
- Associate's or Bachelor's degree preferred
- Experience managing high-volume client accounts, including books of business exceeding $300K, preferred
- Experience in training, onboarding, or mentoring employees is strongly preferred
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