Pronto Insurance is one of the fastest growing general agencies in South Texas. Our first agency was founded in 1997 and the managing general agency operations commenced in 2005. Pronto has emerged in the insurance market through its captive agencies, independent agents, and franchise locations. Today Pronto has over 160 captive locations in Texas and recent expansion into California and Florida market. Our vision is to become the industry leader by making Pronto Insurance products a reality for all.

Customer Service Manager:

Job Details

• Employment Status: Full Time
• Job Locations: Headquarter in Brownsville
• Pay: Based on education and experience
• Reports to: Director of Sales Support
• Direct reports: Customer Service Representatives
• Hours of Operation: Monday – Friday 8:00 – 5:00 (can vary depending on assignments)

Job Duties & Responsibilities

• Oversees customer issues and ensures effective and long-term problem resolution.
• Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service Department.
• Partners with the management team to align customer service department policies and systems with the company's objectives.
• Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
• Maintains in-depth working knowledge of company systems and processes.
• Sets performance standards to meet service goals of the company.
• Coaches Customer Service Team in order to achieve high performance.
• Provides feedback to the company regarding service failures or customer concerns.
• Responds to customer inquiries and problem solving in a professional and effective fashion.
• Acts as a resource in resolving customer issues brought to the Department by utilizing excellent Company process knowledge and strong skills in negotiating and selling.
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
• Improves customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Periodically audits phone interactions with customers to evaluate performance
• Provide customer service training to individuals and groups of people.
• Be the voice of the customer inside of Pronto
• Develop new ways of engaging customers and compiling their opinions
• Performs other related duties as assigned

Education, Experience and Traits

• Bachelor's degree preferred.
• 2+ years experience in customer service management is preferred
• 1+ year experience on Pronto Insurance Pulse System strongly preferred
• Experience training one on one and large groups of people is preferred
• Ability to create surveys that measure intended process or services
• Ability to present results in a clear and concise manner
• Excellent presentation, analytical, interpersonal and written/oral communication skills.
• Requires high level computer expertise, including use of database, word processing, and spreadsheet.
• Superior communication skills both written and verbal
• Flexible, innovative in a fast paced, growth-oriented and time-critical environment.
• Quick learner with superb organizational skills.
• P&C Insurance Licensed is preferred

Pronto Insurance offers our Full Time Employees the following benefits:

• Medical, Dental, Vision Plans
• Disability & Life Insurance
• 401(k) Retirement Plan
• Paid Vacations, Personal Days & 6 Paid Holidays