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Customer Service Office Manager
2 months ago
Position Overview:
The role of the Customer Service Office Manager is pivotal in overseeing the operations of the Humboldt and Raymore Customer Service Offices (CSOs). This position reports directly to the Regional Manager and is essential in guiding staff through the administration of business risk management programs while ensuring exceptional service delivery.
Key Responsibilities:
- Provide leadership and direction to the staff within the Customer Service Office, including work coordination, coaching, performance management, mentoring, and training.
- Ensure the effective implementation and enforcement of program standards and changes across all offices.
- Collaborate with colleagues within the Insurance Unit and across the organization to enhance program delivery and achieve service excellence.
- Deliver technical agricultural insights to staff and clients to address inquiries, resolve issues, and facilitate training.
- Respond to customer inquiries and issues promptly and knowledgeably to maintain high standards of customer service.
- Manage the budget for the office(s) to ensure operational efficiency and fiscal responsibility.
- Participate in various internal and external committees and task teams to discuss and promote agricultural matters.
Qualifications:
- A diploma in Agriculture or Business Administration, with a minimum of three years of relevant experience in agriculture business risk management and supervisory roles.
- A strong agricultural background with a comprehensive understanding of current farming practices and emerging trends.
- Demonstrated leadership skills with the ability to manage diverse teams in remote locations effectively.
- Excellent verbal and written communication skills, capable of conveying complex policies and handling challenging situations professionally.
- Strong interpersonal abilities to build relationships with customers and staff, ensuring service excellence.
- Proficient organizational skills to meet deadlines and adapt to changing priorities.
- Experience in budget development and management.
- Proficient in Microsoft Office applications, including Word, Excel, and Outlook.
- A valid driver's license and willingness to travel as required.
Core Competencies:
- Service Excellence: Demonstrates commitment to exceptional service both internally and externally.
- Leadership: Inspires others to align with organizational values and fosters enthusiasm.
- Strategic Thinking: Communicates effectively to inspire support for organizational strategies.
- Decision Making: Makes informed decisions while considering potential risks and implications.
- Innovation: Encourages a culture of responsible risk-taking and continuous improvement.
- Analytical Thinking: Develops action plans based on reflective analysis of past experiences.
- Team Collaboration: Motivates team members to share ideas and solutions.
- Communication: Clearly articulates complex issues with credibility.
- Accountability: Fosters a culture of personal responsibility for results.
- Performance Management: Sets challenging goals and motivates others to achieve them.
- Planning and Risk Management: Adapts priorities in response to changing needs.
- Process Management: Promotes continuous improvement in policies and processes.
