Job Summary

As the Service Supervisor for Anywhere Insurance Agency, you will be responsible for overseeing day-to-day insurance service team, ensuring our customers receive timely and accurate service responses. You will be responsible to ensure seamless workflows and efficient processes. Your role will involve serving as the primary point of contact for the service employees and as an escalation point for our customers to ensure the agency retains 90%+ of our customers.

Job Responsibilities:

• Team Management

• Oversight of a team of individuals providing coaching, mentoring, and ensuring all deliverables are executed timely and accurately.

• Manage interview, hiring, time off, and reviews of team to ensure the agency has the top performing talent.

• Prepare weekly, monthly, and quarterly presentations related to the state of the agency, service and financial metrics, and insurance market conditions

• Ensure teams daily, weekly, and monthly tasks are completed timely and that customers receive the highest quality service.

• Communicate insurance industry, agency, carrier changes, and metrics to team on a regular basis.

• Manage staffing to ensure support is available for customers during hours of operation and call queues are within service standards

• Customer Experience

• Analyze trends, advise executive leadership using data insights on customer experience trends and areas of opportunities to improve the customer experience and optimize customer retention to 90%.

• Serve as a valuable resource for leadership, production, and service staff by developing and enhancing workflows to optimize customer service, efficiency, and automation within the agency.

• Other responsibilities

• Participate in special projects, and handle additional duties as assigned.

Qualifications:

• Comprehensive knowledge and understanding of state specific laws, regulation, codes and standards that affect property and casualty insurance.

• 5+ years’ experience managing a team of 5-15 employees

• Experience with analyzing data and using reporting to manage service operations

• Experience with AMS 360 and Salesforce software is a plus

• Must have a keen eye for detail

• Must demonstrate a professional, articulate and self-motivated demeanor with strong organizational and communication skills

• Must be able to effectively interact with all levels of employees, management and customers and use sound judgment to prioritize multiple assignments

• Must be proficient in Microsoft Suite

• Ability to work independently and as part of a team

Our Insurance Agency helps real estate agents provide consumers with a seamless transaction experience. An independent provider of personal lines of insurance, the team works with national and regional insurance companies to design affordable coverage options and combination policies that meet a variety of budgets and lifestyles.

Anywhere Real Estate Inc. (http://www.anywhere.re/)  (NYSE: HOUS) is on a mission to empower everyone’s next move. Home to some of the most recognized brands in real estate Better Homes and Gardens® Real Estate (https://www.bhgre.com/) , Century 21® (https://www.century21.com/) , Coldwell Banker® (https://www.coldwellbanker.com/) , Coldwell Banker Commercial® (https://www.cbcworldwide.com/) , Corcoran® (https://www.corcoran.com/) , ERA® (https://www.era.com/) , and Sotheby's International Realty® (https://www.sothebysrealty.com/eng)

The Anywhere portfolio includes franchise and brokerage operations as well as national title, settlement, and relocation companies and nationally scaled mortgage origination and underwriting joint ventures.  Supporting approximately 1.5 million home transactions in 2021, Anywhere is focused on simplifying, digitizing and integrating the real estate transaction for all consumers, no matter where they may be in their home buying and selling journey.  With innovative products and technology, Anywhere fuels the productivity of its approximately 196,200 independent sales agents in the US and approximately 136,400 independent sales agents in 118 other countries and territories.

At Anywhere Real Estate, diversity fuels success – for our company, for our employees, and for our industry. We strive to be a top destination for diverse talent, committed to creating a culture of belonging that empowers everyone’s next move. We pursue talent – strategic thinkers who are eager to always find a better way, relentlessly focus on talent, obsess about growth, and achieve exceptional results. We value diversity – respecting backgrounds, cultures, perspectives, and beliefs. We develop our diverse talent base – through increasing representation in executive key leadership roles with actions including mentorship programs and partnerships with real estate associations that promote diversity and inclusion. Read more about our company’s diversity, equity, and inclusion efforts in our annual Corporate Social Responsibility Report (https://assets.website-files.com/633f08923c4c519693723aa5/63f7690462db639dcd8b18de_Anywhere%20CSR%20Report%202022.pdf) .

You’ll find our commitment to diversity reflected in our achievements:

• Recognized as one of the World’s Most Ethical Companies since 2011.

• Anywhere has also been designated a Great Place to Work since 2019.

• Recognized by Fortune as one of America’s Most Innovative Companies.

• Honored by Forbes as one of the World’s Best Employers for Diversity and Top Female Friendly Companies.

With a diverse employee population, we know we will succeed together and move real estate to what’s next. We hope you’ll join us.

EEO Statement: EOE including disability/veteran