Top 7 Senior customer service Jobs in Tooele, Ut

Customer Care Manager
Verisk —Lehi, UT
- Full-time
- Hybrid work
- 18 years or older
- 5 years
- Mid-level
- Health insurance
- Paid time off
12d
Director, Customer Care
Verisk —Lehi, UT
- Full-time
- Hybrid work
- 18 years or older
- Analysis skills
- Bachelor's degree
- Health insurance
- Paid time off
12d
Sr. Insurance Customer Service Rep
Associated Food Stores, Inc —Salt Lake City, UT
- $26.41 - $29.34 an hour
- Full-time
- Data analysis skills
- Research
- Mid-level
- Health insurance
- Dental insurance
Quick Apply
4h
Senior Expert Legal Escalations
Sunrun Inc. —Lehi, UT
- $66,798.09 - $89,064.12 a year
- Full-time
- Office
- Residential
- High school diploma or GED
Quick Apply
14d
Senior Customer Service Representative
England Logistics —Salt Lake City, UT
- $19 an hour
- Monday to Friday
- Mid-level
- Children
- Communication skills
- Paid holidays
- Health insurance
Quick Apply
Strategic Customer Success Manager
PDQ —South Salt Lake, UT
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Office
- Wellness program
- Health savings account
Quick Apply
SR Team Lead, Commercial Lines
Buckner —Salt Lake City, UT
- Full-time
- Office
- Business development
- Supervising experience
Quick Apply

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Customer Care Manager

Verisk -
Lehi, UT

Apply Now

Job Details

Full-time
12 days ago

Benefits

Health insurance
Paid time off
Retirement plan

Qualifications

Revenue growth
Employee onboarding
Accounts receivable
Managing technical support teams
Managing customer accounts
Estimating software
Customer communication
Performance improvement leadership
Team member evaluation
Customer retention strategy
Managing teams in a customer support role
Workflow management (operations management method)
5 years
Identifying new business opportunities
Staff scheduling
Customer satisfaction tracking
Team scheduling
Performance feedback (performance evaluation method)
Metrics Reporting
Quality assurance management
Mid-level
Technical support
Frontline customer support management
Trend analysis
Team development
Managing client accounts
Hiring
Salesforce Cloud
Analysis skills
Bachelor's degree

Full Job Description

We are seeking a highly engaged and operationally driven leader to join our team as a Customer Care Manager . In this role, you will oversee day-to-day operations for a high-performing Customer Care team, ensuring delivery of exceptional customer experiences while achieving operational efficiency and revenue influence outcomes.

You will be responsible for managing team performance, monitoring real-time service delivery, coaching team members, and partnering cross-functionally to continuously improve customer outcomes. This role requires a balance of hands-on operational leadership, people development, and performance management across customer experience, productivity, and revenue contribution. A successful candidate will demonstrate strong leadership, analytical thinking, and a passion for coaching and developing talent in a fast-paced, customer-focused environment.

Position is eligible for a performance bonus, in addition to base salary.

Operational Management (Real-Time & Daily Execution)

Monitor and manage real-time service operations, including:
- Call and chat queues
- Average speed of answer (ASA)
- Abandon rates
- Contact volume and backlog health
Adjust staffing, priorities, and workflows to maintain service level targets
Identify and respond to service disruptions or volume spikes
Ensure consistent adherence to schedules, productivity expectations, and service standards

Team Leadership & People Management

Directly manage approximately 50% of the Customer Care team
Conduct regular 1:1 meetings, coaching sessions, and performance check-ins
Provide ongoing mentorship, career development, and skill progression support
Foster a positive, accountable, and high-performance team culture
Lead performance reviews (daily, weekly, monthly) and goal setting

Performance Management & KPI Ownership

Drive team performance across core KPIs, including:
- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- Quality Assurance (QA) scores
- Productivity and utilization metrics
- Abandon rates and response times
- Revenue influence and customer growth behaviors
Hold team members accountable to predefined performance thresholds
Use data insights to identify trends, gaps, and opportunities for improvement

Coaching & Quality Improvement

Partner with the Service Quality team to:
- Ensure accurate and consistent evaluation of customer interactions
- Identify coaching opportunities and performance trends
Deliver targeted coaching to improve:
- Customer experience quality
- Technical accuracy and problem resolution
- Communication and solution-selling behaviors
Track and measure effectiveness of coaching efforts over time

Customer Experience & Continuous Improvement

Champion a high-quality, consistent customer experience across all interaction channels
Analyze patterns in customer interactions to identify process or product issues
Drive initiatives to improve:
- Customer satisfaction
- Efficiency and time-to-resolution
- Customer retention and engagement
Partner with cross-functional teams (Sales, Product, Support, etc.) to address systemic issues

Revenue Influence Leadership

Reinforce and coach behaviors that drive customer value, including:
- Effective discovery and recommendation of solutions
- Identification of expansion opportunities
- Customer adoption and retention support
Ensure team balances customer experience with revenue-generating opportunities
Monitor and improve revenue influence metrics without reliance on quotas

Administrative & Operational Responsibilities

Ensure accurate documentation, reporting, and KPI tracking
Support workforce planning, scheduling, and capacity management
Participate in hiring, onboarding, and training of new team members
Lead team meetings, communication updates, and organizational initiatives
Complete all responsibilities as outlined in performance plans and assigned projects

Bachelor’s degree or equivalent experience preferred
5+ years of experience in customer service, technical support, sales, or account management
2+ years of people management or team leadership experience preferred
Strong understanding of accounting principles (A/R) with work experience preferred
Strong understanding of contact center operations and service metrics (ASA, FCR, CSAT, etc.)
Proven ability to coach and develop team members to improve performance
Strong analytical skills with ability to interpret KPI data and drive decisions
Excellent communication and interpersonal skills
Ability to manage multiple priorities in a fast-paced environment
Experience with CRM tools (Salesforce), workforce management systems, and SQ frameworks preferred
Familiarity with insurance or property estimating software solutions is a plus

Success Profile

Consistently achieves or exceeds team performance targets across service, quality, and efficiency
Demonstrates strong leadership presence and builds a high-performing, engaged team
Effectively balances real-time operational management with long-term team development
Drives measurable improvements in CSAT, FCR, and service levels
Successfully embeds revenue-influencing behaviors without compromising customer experience
Creates a culture of accountability, ownership, and continuous improvement

Role Scope & Structure

Manages approximately 50% of the Customer Care team
Works in partnership with a peer manager to ensure full team coverage
Reports to a senior leader responsible for the Customer Care organization

#LI-LM03
#LI-Hybrid

For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.

At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed.

For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work® for outstanding workplace culture in the US, the fourth consecutive year in the UK, Spain, and India, and the second consecutive year in Poland. In addition, we’ve been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World’s Best Employer, testaments to the value we place on workplace culture.

We’re 7,000 people strong. We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.

Verisk Businesses

Underwriting Solutions — provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision

Claims Solutions — supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences

Property Estimating Solutions — offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient

Specialty Business Solutions — provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance

Catastrophe and Risk Solutions — provides risk modeling solutions to help individuals, businesses, and society become more resilient to catastrophic events.

Marketing Solutions — delivers data and insights to improve the reach, timing,relevance, and compliance of every consumer engagement

Life Insurance Solutions – offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.

Verisk Maplecroft — provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger

Verisk Analytics is an equal opportunity employer.

Verisk invests in a benefits package for all employees that includes the following: Health Insurance, a Retirement Plan, Disability benefits, and a Paid Time Off program. We offer a competitive total rewards package that includes base salary determined based on role, experience, skill set, and location.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability. Verisk’s minimum hiring age is 18 except in countries with a higher age limit subject to applicable law.

https://www.verisk.com/company/careers/

Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Apply Now

Refine Your Search

senior customer service jobs in tooele, ut

Customer Care Manager

Director, Customer Care

Sr. Insurance Customer Service Rep

Senior Expert Legal Escalations

Senior Customer Service Representative

Strategic Customer Success Manager

SR Team Lead, Commercial Lines

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