Introduction


Overview

Keenan, now a part of Gallagher, is a leading insurance brokerage and consulting firm serving hospitals, public agencies, and California school districts. Specializing in employee benefits, workers' compensation, loss control, financial services, and property & liability, Keenan is committed to delivering innovative solutions that protect and empower the communities we serve.

 

As part of Gallagher, a global leader in insurance, risk management, and consulting, you’ll be joining a team that’s passionate about helping individuals and organizations thrive.

 

Keenan has an exciting career opportunity for a Customer Service Supervisor in our Torrance, CA office. The Customer Service Supervisor is responsible for overseeing the daily operations of the customer service and clerical team to ensure exceptional service delivery and customer satisfaction. This role involves supervising, coaching, and motivating team members, resolving escalated customer issues, and implementing strategies to improve service quality and efficiency. The ideal candidate will have strong leadership skills, a customer-focused mindset, and the ability to drive team performance in alignment with organizational goals.

How you'll make an impact

1. Team Leadership and Supervision:
• Lead, mentor, and supervise a team of customer service representatives.
• Monitor team performance and provide regular feedback to ensure high levels of productivity and service quality.
• Conduct regular team meetings to communicate updates, address concerns, and foster a collaborative environment.
2. Customer Service Excellence:
• Ensure the team delivers exceptional customer service by adhering to company policies and standards.
• Handle and resolve escalated customer inquiries and complaints in a timely and professional manner.
• Monitor customer interactions to identify areas for improvement and implement corrective actions.
3. Performance Management:
• Set performance goals and KPIs for the customer service team.
• Conduct performance evaluations and provide coaching to support employee development.
• Identify training needs and coordinate training sessions to enhance team skills and knowledge.
4. Operational Efficiency:
• Develop and implement processes to improve service efficiency and customer satisfaction.
• Monitor and analyze customer service metrics and prepare reports for management.
• Collaborate with other departments to address customer needs and resolve service-related issues.
5. Problem Solving and Decision Making:
• Identify and address operational challenges and implement solutions to improve workflow.
• Stay updated on industry trends and best practices to enhance the customer service function.
6. Compliance and Reporting:
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Maintain accurate records of customer interactions, team performance, and operational activities

 

Compensation:

 

The target salary range for this position is $60,000.00 to $80,000.00 (US Dollar) annually. The actual salary will vary based on applicant’s education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant’s geographic location. Remote work environment flexibility. 

About You

• Education: A Bachelor's degree in Business Administration, Communications, or a related field is preferred.

• Experience:
• Minimum of 3-5 years of experience in customer service, with at least 1-2 years in a supervisory or leadership role.
• Experience in the insurance industry is a plus.
• Skills:
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Problem-solving and conflict resolution skills.
• Proficiency in customer service software and tools.
• Ability to analyze data and generate actionable insights.
• Attributes:
• Customer-focused mindset with a commitment to delivering high-quality service.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong organizational and time management skills.

Compensation and benefits

We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. 

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Medical/dental/vision plans, which start from day one!
• Life and accident insurance
• 401(K) and Roth options
• Tax-advantaged accounts (HSA, FSA)
• Educational expense reimbursement
• Paid parental leave

Other benefits include:

• Digital mental health services (Talkspace)
• Flexible work hours (availability varies by office and job function)
• Training programs
• Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
• Charitable matching gift program
• And more...

**The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process.

 

We value inclusion and diversity

Click Here to review our U.S. Eligibility Requirements

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.