Helping Life Insurance
Agents Grow Faster
Hiring: Lead Client Success Representative (LCSR)
Role: Mission, Outcomes, Competencies, Requirements
Mission:
To lead day to day operations of the Client Success Representative (CSR) team to ensure that Jucebox Clients and Agents are provided with accurate, timely, empathetic, and efficient resolutions to any emerging problems or inquiries. Support will be provided via email through our support ticketing system, Freshdesk, and as needed via Phone through Freshcaller, with CSR’s representing the company in the eyes of the client daily. Your responsibility as Lead CSR will include ongoing performance optimization of CSRs and the role they play in supporting internal teams (the Client Success and Operations Teams), as well as external parties. You are an excellent problem-solver and also confident at troubleshooting and investigating Client issues, even when all the information needed for a resolution is not readily available, and then teaching this to other team members. In summary, your mission is to ensure excellent service standards and maintain high client satisfaction and results.
Outcomes:
Develop a complete understanding of company tools that you’ll leverage as the leader of the Client Success Representative (CSR) Team to best support Jucebox Clients and Partner Agents
Develop a complete understanding of how Jucebox processes and programs are designed in order to ensure CSR Team and Clients/Agents are prepped for Success
Take over day to day leadership functions of the Client Success Representative (CSR) Team
Any Projects and Tasks as needed and assigned that fall into the responsibilities of the Lead CSR
Competencies:
Thrives with both repetitive and new tasks
Hungary Learner - Constantly looking to improve and beat their current best, exploring new ways, asking questions, to see if something could be better. Other would say you’re “Self-Directed” and often “Inquisitive”
Always Resourceful - Confronts a problem, challenge, or roadblock and immediately starts looking for and seeking out a resolution. You act without being told what to do.
Efficiency Driver - Often referred to by others as a “Problem solver”, “Fixer” and someone who “Likes Efficiency.”
Strives to create the perfect process and is constantly optimizing everything
Loves the little details
Little tweaks that produce big results or more clarity excite you
Great with technology and enjoys leveraging it to improve things (life / process)
People/Relationship focused - A team builder that helps to inspire, motivate, and engage others commitment
Enthusiastic and empathetic
Lead based on the ability to motivate others
Delegate authority readily
Optimization is Life - Well organized and detail oriented, often having a “certain way” they think many things should be done.
Attention to detail - Does not let important details slip through the cracks or derail a project.
High standards - Expects personal performance and team performance to be nothing short of the best.
Follow-through on commitments - Lives up to verbal and written agreements, regardless of personal cost.
Teamwork - Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.
Requirements:
Prior experience in customer service or closely related field
Experience in managing multiple priorities and logistics
Experience managing others, preferably a medium-large team
Well-organized, detail oriented, ability to multitask with great follow-up skills and superior communication
Ability to learn at a high rate and hungry for more knowledge
Reliable, Fast Internet Connection with a Modern Computer
Computer
less than 3 years old
With Video Camera for meetings
With Audio for Communication and Meetings
High Speed internet with AVG Speeds above 10 MB/s or higher
Strong communication skills, both written and verbal
Excellent at solving problems and being always resourceful (alone and with other people)
Must be fully available and able to complete work during US Central Time, Monday - Friday, 9 am - 5 pm CT