Customer Service Manager

2 weeks ago


Fort Lauderdale, United States Howard-Sloan Search Full time

Insurance agency is seeking to hire a Customer Service Manager.


The Customer Service Manager will report to the Director of Operations and lead a customer service team.


Responsibilities:

- Lead and manage a team of 25+ customer service representatives

- Develop and implement strategies to enhance the customer experience and streamline service processes, continuously seeking opportunities for improvement.

- Oversee the resolution of customer inquiries, concerns, and complaints

- Collaborate with cross-functional teams

- Monitor key performance indicators (KPIs) and metrics

- Conduct regular performance reviews, provide constructive feedback


Requirements:

- Bachelor's degree in business administration, finance, or a related field preferred.

- 5-10 years of progressive experience in customer service management, preferably within the insurance industry.

- Strong leadership skills

- Proficiency in Microsoft Word and Excel, with the ability to analyze data, generate reports, and make data-driven decisions.



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