Company Overview

Donegal Insurance Group is a regional property-casualty insurance company doing business in 24 states, headquartered in Marietta, PA, with 4 regional offices located in Athens, GA, Grand Rapids, MI, Albuquerque, NM, and Glen Allen, VA.

Donegal offers a broad range of personal and commercial insurance products sold exclusively through our network of independent agents. We are committed to the independent agency system and proud of the company's heritage, which spans over 130 years. Donegal's strong financial foundation and successful operating strategies have earned the company a rating of 'A' (Excellent) by the A.M. Best Company, the nation's leading insurance rating organization.

Job Summary

• Working Supervisor for Call/Service Center
• Responsible for the administrative responsibilities relative to direct reports
• Provides technical training, guidance and feedback to direct reports
• Authority to make customer service decisions in absence of the Service/Call Center Manager
• Involved in special projects as warranted

Responsibilities and Duties

• For direct reports will handle the administration of vacation/illness time off, associate concerns, performance reviews, salary review, developmental plans, promotion recommendations, and corrective action plans
• Technical mentor for direct reports through monitoring live calls and review of recorded calls
• Involved in the creation of new training materials and updates to existing material
• Handling second level of call escalations, addressing complaints and resolving problems
• Communication and follow up to insure associates/agents are fully informed of new information related to products, procedures, changes or actions
• Answers overflow calls within Call/Service Center when volume is high
• Ensure duties are performed in adherence to all Federal, State, and Local laws and regulations
• Comply with guidelines, policies, and directives outlined in the company handbook and department manuals
• Provide timely, courteous, and quality customer service to customers
• Clearly demonstrate commitment and participation to team goals and objectives
• Involved in the interviewing, hiring and training of associates
• Maintains harmony among associates and resolves grievances
• Recommends corrective services to address customer complaints
• Keeps equipment/systems operational by reporting malfunctions/ issues
• Oversees special projects that enhance efficiency and accuracy of the department
• Handles Service/Call Center operations in Manager absence

Qualifications and Skills

• Prior supervision or leadership experience required
• Minimum of five (5) years customer service experience, call center environment preferred
• Excellent knowledge of property/casualty insurance products, insurance processing systems/procedures, Best Practices, state regulations and customer service practices
• Property and Casualty Agent’s License required
• Bachelor's degree preferred

Benefits

Donegal Insurance Group offers a comprehensive benefits package for all full-time, permanent positions. Learn more about our benefit offerings by visiting our Benefits page.

Additional Information

Donegal Insurance Group participates in E-Verify in the following states: Alabama, Arizona, Georgia, Louisiana, Mississippi, Nebraska, North Carolina, South Carolina, Tennessee, and Utah. If you reside in one of the listed states, please review the "Notice of E-Verify Participation" and the "Right to Work Poster" on the links below:

• Notice of E-Verify Participation Poster (English and Spanish)
• Right to Work Poster (English and Spanish)

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