Customer Service Supervisor

Customer Service Supervisor

At Pronto Insurance, we're creating access, trust, and opportunity in the communities we serve. With deep roots in South Texas and a fast-growing presence across California and Florida, we bring local knowledge and genuine care to every interaction; making insurance simpler, more affordable, and more accessible for all. You'll join a team that believes in doing the right thing, seizing opportunities, and showing up for one another. Whether you're supporting customers in our retail locations or working behind the scenes, we're proud to be a place where ambition meets support. Here, diverse perspectives are valued.

If you're ready to make a difference and grow with a team that's redefining what's possible in insurance, we'd love to hear from you.

Job Details:

Job Locations: Headquarter in Brownsville

Direct reports: Customer Service Representatives

Hours: 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 are implemented.

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.

Creates reports to analyze key performance indicators.

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.

Perform all CSR duties as needed.

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.

About You:

Required: High school diploma and 3 years related experience required. Strong knowledge of the insurance brokerage business.

Preferred:

Compensation and benefits:

We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you'll get, depending on your job level these benefits may improve: Medical/dental/vision plans, which start from day one! Life and accident insurance 401(K) and Roth options Tax-advantaged accounts (HSA, FSA) Educational expense reimbursement Paid parental leave Other benefits include: Digital mental health services (Talkspace) Flexible work hours (availability varies by office and job function) Training programs Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing Charitable matching gift program And more...

The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process.

We value inclusion and diversity:

Inclusion and diversity (I&D) is a core part of our business, and it's embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees' diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as "protected characteristics") by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.