Customer Experience Manager

Join Our Team at Orion180! About Us

Orion180 is a leading insurance solution provider that harnesses cutting-edge technology and a dedicated team to deliver exceptional value to our customers, independent agents, and business partners. Our vision is to be the premier provider of insurance solutions globally, and our mission is to create an outstanding insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of product offerings. Located on the stunning Space Coast of Melbourne, Florida, Orion180 offers a vibrant community with affordable housing, excellent transportation options, and proximity to major cities like Orlando, Tampa, and Miami. At Orion180, we cultivate a culture of success built on our three core pillars: Do MORE, Be MORE, and Give MORE. Our commitment to innovation empowers us to exceed expectations, enhance customer care, and foster a collaborative environment where our team can thrive. Job Summary We are seeking a Customer Experience Manager to lead our Customer Experience department. In this pivotal role, you will oversee operations, drive team development, and maintain strong relationships with both internal and external stakeholders. Your leadership will be crucial in ensuring efficient processes for our diverse insurance products. Key Responsibilities To excel in this role, you will:

• Lead and Mentor: Guide a team of customer support representatives, providing coaching and feedback to ensure exceptional service delivery.
• Oversee Operations: Manage daily customer support activities, ensuring timely processing of requests and compliance with company policies.
• Ensure Compliance: Stay informed on regulatory requirements and conduct audits to mitigate risks.
• Analyze Performance: Monitor KPIs and implement strategies to enhance operational efficiency and address performance gaps.
• Schedule Management: Adjust team schedules to meet business needs while ensuring optimal attendance.
• Resolve Complex Issues: Assist team members in handling escalated inquiries and complaints, ensuring high customer satisfaction.
• Develop Training Programs: Collaborate on training initiatives to enhance team skills and product knowledge.
• Gather Feedback: Analyze customer feedback to identify improvement areas and implement initiatives to enhance the customer experience.
• Foster Team Environment: Promote a positive, collaborative atmosphere that encourages continuous learning and professional growth.
  
  

Qualifications

• High school diploma or equivalent; a Bachelor’s degree in a related field is preferred.
• 220 or 440 Property & Casualty License required.
• Proven supervisory experience in customer support or call center environments, preferably in the insurance industry.
• Strong knowledge of insurance products, processes, and regulations.
• Minimum of 2 years of experience supervising a team of five or more.
• Excellent communication and interpersonal skills, with a customer-focused mindset.
• Strong problem-solving abilities and critical thinking skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and familiarity with customer databases.
• Flexibility to adapt to changing business needs and work schedules.
  
  

Physical Demands This position requires regular sitting, standing, and walking, as well as the ability to communicate effectively, lift light objects (up to 25 lbs), and use standard office equipment. Occasional bending, twisting, or reaching may be necessary. Work Environment Our office is fast-paced, dynamic, and results-driven. Employees are expected to adhere to their assigned schedules and may need to work extended hours based on business needs. If you are interested in joining our team and require assistance with your application, please contact our Human Resources department at (321) 460-8484 or [email protected] . Orion180 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.