Director of Client Services

Company Name:
Career Development Partners
Jenks, OK
Will lead 4-6 teams within various agency departments
Position Purpose:
We are passionate about our clients. We strive to provide professional service at a level far beyond our competition. The Director of Client Service will ensure that we deliver prompt, accurate, and courteous service to our clients and agents while focused on providing leadership to all agency service personnel.
Essential Duties and Responsibilities:
Clint service leadership : Strive to ensure that all agency clients are handled in a prompt, accurate and professional manner ( face to face, phone, email, letter). Teaches, trains and offers continual client care coaching. Resolves disputes between personnel and clients in a courteous manner. Develop and implement customer satisfaction monitoring.
Service Staff Leadership: Monitors and maintains a positive culture amongst service staff by working closely with Team Leaders, their CSRs and Assistants. Facilitate the servicing plan/process as it pertains to the service staff. Oversee and refer for interpretation day to day special situations. Disseminate information the the service staff and other assigned positions. Facilitate department meetings and refer ideas and comments for further review. Responsible for service staff budget. Directs the hiring, firing, training, and performance assessments of agency service staff. Allocates and monitors service volume amongst teams via quarterly volume reporting. Develop, maintain and coordinate training of department staff for the benefit of our clients. Be available to assist all CL personnel with problem solving regarding coverage, markets, clients, etc.
Process & Procedure
Development of tactical servicing plan/process, including new and innovative strategies to enhance the client experience. Review the plan/process as it pertains to day to day special situations for the new insights and clever new strategies to enhance the client experience. Oversee the continuous improvement of procedures. Interpret & review new company information to CSRs as it pertains to the servicing plan/process. Review all division activities relating to the public, customers, and companies to avoid issues involving potential errors and omissions. Develop and maintain an audit process to assure compliance with agency procedures and policies.
Other: Meet with insurance company marketing reps and attend and represent agency at various insurance company meetings and seminars. Communicate with principals, CEO, agents and other members of sales-team and customer service department regarding various marketing criteria, standards, campaigns, production reports etc. Provide assistance to producers, account executives and other members of staff regarding technical issues.
Other Employee Requirements:
Attain and Maintain Agents License. Maintain Professional education and seek designations. Attain and Maintain a pool of potential hiring leads via networking amongst industry events. Serve as a mentor to all department employees.
Time Allocation
Client Service Leadership 20%
Service Staff Leadership 50%
Process and Procedures 20%
Other 10%

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