Customer Experience Manager



Job Description: As a trusted member of the team, you will be given the freedom and empowerment to make positive change within the brokerage. This role will ensure that each touchpoint across the customers journey is engaging, efficient and genuine. You will Inspire and motivate others to build an authentic interaction with customers and carry out the vision of the leadership team.

Primary Responsibilities

  • Lead and implement a client engagement strategy
  • Coordinating with IT during Hiring/Exiting of employees
  • Champion and Lead Trainer of the Broker Management System (EPIC)
  • Primary Backend EPIC Lead Administrator including Downloads and Company Interface
  • Lead and Direct Office Service staff (reception, mail, telephones, vacation cover)
  • With the assistance of the VP’s, Mentor, Lead and Direct Frontline Service staff and TSR’s on adherence to Best in Practice workflows and monitor quality of work
  • Delegate tasks to Office Service staff as requested by Management
  • Participate in monthly operations meetings as required
  • Carry out assigned duties from Management
  • Reports – Cancellation – ensure TSR team is transacting and coding properly
  • Complete audits

Additional Responsibilities

  • Pull monthly reports for MTO/CGI to audit Autoplus, MVR
  • Program and cancel key tags for entry to the office and pull reports as necessary
  • Work with management to monitor obtain and distribute supplies such as business cards, paper, letterhead
  • Unlock customer files in Epic
  • Processing specialty renewals
  • Check download endorsements
  • Process cancellations on the portal
  • Follow up for cancellations & Endorsements not received
  • Processing Direct Bill Renewals
  • Rename & flip Commercial Endorsements
  • Processing agency bill items including farm renewals, changes, cancellations
  • Provide backup to Office Services staff in instances of emergencies and vacations.
  • Stay up to date on trends

Organization W.B. White Insurance
Industry Customer Service / Tele Marketing / Tele Sales Jobs
Occupational Category Customer Experience Manager
Job Location Oshawa,Canada
Shift Type Morning
Job Type Full Time
Gender No Preference
Career Level Intermediate
Experience 2 Years
Posted at 2023-03-25 3:39 pm
Expires on 2024-05-20