Director of Customer Engagement Full Time

Established in 2008, Brightway is proud to be one of the fastest-growing insurance agency systems in the United States. With over 350 franchises spanning 35+ states and an impressive $1.3 billion in annual premiums, we rank among the nation’s largest privately owned property and casualty insurance distribution companies. We support our agency owners with comprehensive back-office services, marketing resources, and continuous learning and development.

We are embarking on the next stage of our customer-centric growth, driven by innovation from our talented associates and the application of cutting-edge technologies. This growth has opened doors for creative thinkers who thrive in a diverse and collaborative culture. As a Brightway team member, you’ll engage in exciting projects that are reshaping the industry, working alongside a dedicated team committed to delivering exceptional customer service and safeguarding our clients’ most valuable assets.

Scope

Provides daily leadership to 100+ person customer service staff to meet company goals including customer satisfaction and retention. Ensures effective, timely delivery of superior insurance-related customer service and helps resolve disputes. Identifies system, process and workflow enhancements. Leads the group that assigns work throughout the unit and follows up on it in a timely way. Inspires team to perform at the highest level in every call, ensuring the highest possible customer satisfaction rates as measured by Feedback Manager and the highest possible retention rates.

Job Responsibilities

• Manages multiple units within Customer Engagement responsible for answering customer and AAO questions, addressing concerns and helping customers through the renewal of their policy
• Ensures that leaders in the unit understand the company’s goals and that their work is focused on delivering on those goals every day
• Ensures that the unit is well informed; that they have the information they need to do their jobs
• Effectively deploys change management throughout the units, ensuring smooth transitions for the entire team over time
• Writes job objectives, performance reviews, salary recommendations for Team Leads or Managers in the unit
• Performs routine individual discussions to gain a better understanding of job performance and opportunities to improve
• Proactively performs routine surveys of the unit’s workforce to ensure deep understanding of the unit’s health and concerns; uses those survey results to form communication strategies and tactics, ensuring issues are addressed
• Has masterful understanding of Customer Service concepts, practices and procedures
• Proactively identifies improvements that would ensure higher customer satisfaction rates, facilitate higher retention rates, and that will result in efficiency in workflow/output and enhanced work environment
• Oversees the development and maintenance of current and accurate procedures manual for department
• Using deep industry and company knowledge, evaluates the most complex of issues encountered by the unit and others, composes effective responses and documents steps followed and uses that as a training aid for others

Skills, Licenses, Certifications

• 2-20 or P & C Licensed
• Must be proficient in Microsoft Office products (Word, Excel, Outlook, PowerPoint)
• Can demonstrate Brightway values of Smart, Accountable and Trustworthy.

Education and Experience

• Bachelor’s degree or equivalent
• 8-10 years’ experience in Customer Service or a related field
• Exceptional customer service mindset; a desire and ability to lead a group to superior outcomes
• Excellent verbal and written communicator; must be able to convey the most complex of ideas in a clear and concise manner
• Has superior knowledge of Brightway systems and is able to train others less experienced
• Ability to learn new Brightway systems and procedures quickly
• Superior independent judgment and decision making; creative problem solving
• Ability to learn, embrace and put into practice new concepts and skills
• Superior ability to gather and analyze complex facts and data, draw inferences, weigh alternatives and present logical solutions
• Leader in the organization; effectively and consistently delivers messages to employees
• A proven leader with the ability to mentor/train and inspire others throughout the company

Equal Employment Opportunity:

We believe that a diverse workforce is essential to our success and fosters innovation, creativity, and collaboration. Our goal is to provide a work environment that is free from discrimination and harassment, where everyone has an equal opportunity to succeed and grow.