Lead Customer Service
Lead Customer Service Representative
Do you have high attention to detail, possess the ability to effectively multi-task, thrive when organized, and enjoy both team oriented and autonomous work? As a Lead Customer Service Representative, you will be primarily responsible for developing, monitoring, and supporting departmental training and performance monitoring programs, developing new and evaluating existing training materials, evaluating employee development in correlation with training programs/processes and providing recommendations for resource and individual/team performance improvements. In addition, you will support the Billing Services team by periodically providing customer service to agents and clients in response to their billing related inquiries and requests which exceeds the expectations of both internal and external clients.
What You’ll Do:
Develops, implements, and directs entry-level and current staff training programs, activities, and continuous development efforts.
Develops and maintains training resources and materials including organizing reference material, multimedia visual aids, eLearning, and other resources.
Trains procedures and technology implemented, including new-hire training, incumbent, and regular and routine training.
Works collaboratively with management/leadership to assist in mentoring employees, identifying and reporting performance issues, collaborating to develop training solutions, and providing updates on employee progress.
Recommends improvements to processes, resources, or training; and provides input as needed.
Assuming responsibility for our phone/production auditing/monitoring framework.
Performing quality reviews on phone calls and non-phone production work, checking for accuracy and appropriate customer interaction, and ensuring technical and procedural accuracy to determine all proper steps have been taken and completed correctly.
Leads and participates in special projects as required.
Handles escalated calls/inquiries, as needed.
Periodically providing production support, as needed (e.g., assisting with phone and production work such as e-mails, Billing Center activities, BPM work items, etc.).
Required Qualifications:
Prior customer service experience.
3 or more years of experience supporting billing and payment processing in systems utilized by the Billing Services team.
Training or development experience, or similar experience preferred.
Positive phone disposition, with excellent oral and written communication.
Passion to provide the highest quality of customer service to internal employees, and internal and external clients.
Superior interpersonal skills and an ability to work with a diverse workforce comprised of varying levels of experience, individual learning styles and needs.
Ownership mindset – takes responsibility for continually evaluating and recommending improvements to processes, resources, or our training and performance monitoring frameworks.
Salary for this position can range from $46,819 for candidates who are minimally qualified through $58,519 for more highly qualified candidates.
American National offers eligible employees and their families medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan. Employees also receive annually a bank of paid time off and paid holidays. We aspire to see people for what they bring to our corporate culture by supporting an inclusive work environment, including an emphasis on a healthy work-life balance, development opportunities, and a casual dress code.
American National is an established, stable, and successful multi-line insurance corporation that has provided financial strength and a sense of security to employees, customers and business partners since 1905. With focus on our organization’s values and cultural richness: Financial Strength, Integrity, Respect, Service and Teamwork (FIRST) and Agility, Collaboration, and Engagement (ACE) we continue to pursue our vision to be a leading provider of financial products and services for current and future generations.
Hiring Practices
The preceding job posting was designed to indicate the general nature and level of work performed by employees assigned to this position. It is not intended to be interpreted as a comprehensive list of all duties, responsibilities, and qualifications. We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your past experience doesn’t align perfectly with the job qualifications, we still encourage you to apply. You may be just the right candidate for this position or other opportunities at American National.
American National’s recruitment policies help us place individuals in a timely and efficient manner. Only the most qualified candidates will be contacted by our recruiting team. Candidates may check the status of their application(s) by logging into our Career Portal. Learn more about our company, by following us on social media: LinkedIn, Facebook, Instagram
American National is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, genetic information or any other legally protected categories. American National is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.
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