At U.S. LawShield our focus is on encouraging people to take proactive measures to improve their safety and self-defense abilities—and to serve those who do. We strive to create better-protected communities of responsible self-defenders who have the peace of mind to live their lives confidently. Our company was established in 2009. After initially launching in Texas as Texas LawShield®, the demand for services developed well beyond state lines. Our coverage began to expand across the United States, which is when we became U.S. LawShield.
Today, we provide coverage in 46 states and have proudly served more than 2 million people in their self-defense journey. Ready to join our driven and talented individuals who care about protecting the rights of responsible self-defenders?
Apply if you have/are:

• 3 years of people management and strategic experience, ideally within a contact center environment, coaching and professionally developing direct reports and teams
• The ability to hire and train contact center advisors in the company’s customer service policies, procedures, and best practices.
• Experience developing engaging, collaborative, performance-oriented action plans; handling of disciplinary action in accordance with company policy
• 3 years of experience with a proven track record of success in customer service and/or relational sales arena
• Highly collaborative, analytical, and customer experience focusedStrong presentation, written, and verbal communication skills
• Ability to build trusting and professional relationships with colleaguesFluency in contact center speak and the vital KPIs required to provide exceptional service
• Proficient computer skills with the ability to learn new software
• Bachelor's degree preferred
• Property and Casualty Insurance License or the ability to attain one

Day-to-Day Duties:

• Supervise, monitor, and report on staff performance, including the establishment of performance expectations, providing feedback, coaching, professional development, and change management to contact center advisors and team leads
• Review and report on key performance objectives
• Identify recursive training needs for advisors and track training performance
• Ensure advisors are informed about changes to company products and services
• Ensure we are continuously improving regarding ease of doing business as well as delivering our intended customer experience
• Assist in the development of service and sales strategies, as well as the execution of short-term tactical plans
• Report team results, opportunities, and team needs to leadership
• Demonstrate the values of U.S. LawShield
• Perform other related duties as assigned

Benefits:

• Employer contributed medical insurance w/additional options available
• Optional dental, vision, and life insurance
• Paid time off
• 401(k)
• License to Carry (LTC) training provided