Customer Service and Sales Manager (Remote)

As a Customer Service and Sales Manager, you will achieve the sales goal of your team of approximately fifteen direct reports on a weekly, monthly and annual basis.

This includes lead management in the proper order of priority as well as oversight of the sales associates' productivity coupled with performance management.

Position Compensation Range

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$67,000 - $111,000

Pay Rate Type

Salary

Compensation may vary based on the job level and your geographic work location.

Primary Accountabilities

• Observe sales calls and conduct one-on-one coaching sessions focused in sales / closing skills and technical issues.
• Analyze statistical review, including call mix (inbound vs outbound), conversions and effectiveness. You will perform quality audits and conduct daily / weekly feedback on performance, using producer and activity reports, as well conducting quarterly performance appraisals.
• Lead sales inventory by managing service levels to corporate standards and ensuring efficient use of all leads (request for quote, cross-sells, unpaid reported sales, etc).
• Plan and report sales results, weekly and monthly compensation payout, and addressing weekly and monthly service factors.
• You will lead weekly management meetings and team meetings, and conduct self and team training and personal development.

Additionally, you will investigate sales techniques, while identifying new product needs and analyzing the market.

• Use data and information to drive our business, make changes or corrections and represent results.
• Create a collaborative, performance-driven work environment by facilitating and encouraging trust, transparency, and inclusion.

Work with team members to set clear goals, provide feedback, perform performance assessments, and support on-going development.

Lead with influence and expertise. Contribute to division or department leadership team. Communicate and support organization mission, vision, values and policies.

Specialized Knowledge & Skills Requirements

• Previous leadership experience within a contact center is preferred.
• Work non-traditional hours based on business needs.
• Computer skills, including software skills, including Excel, Word, etc.
• Interpretation and response to customer requests.
• Develop and achieve daily personal and performance goals.
• Showcase experience establishing procedures to ensure client satisfaction as well as the ability to prioritize responsibilities in a high-volume call center.
• Change focus quickly to achieve our objectives.

Licenses

Acquire Wisconsin Property Casualty license and maintain active status through CE credits.

Travel Requirements

Up to 10%.

Physical Requirements

Work that involves sitting / standing.

Working Conditions

Remote

In this primarily home-based role, you will spend 80% of your time (4+ days per week) working from home, proximate to one of our office locations (within approximately 35-50 miles).

On occasion you may be asked to travel to an office location for in person engagement activities such as team meetings, trainings, and culture events.

Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.

We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture.

We encourage those who are passionate about what we do to apply!

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health.

We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees).

In addition, our student loan repayment program and paid-family leave are available to support our employees and their families.

Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity.

We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

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Remote working / work at home options are available for this role.