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Customer Service Manager

2 months ago

Nokomis, United States Richard Dean Insurance Full time $70,000 - $100,000
Job DescriptionJob Description

About Us:

At Richard Dean Insurance, we pride ourselves on delivering top-tier insurance solutions and exceptional service to our clients. Our commitment to excellence extends to our team, where we cultivate a supportive and dynamic work environment. We are currently seeking a dedicated Customer Service Manager to lead our service team, enhance client satisfaction, and uphold our high standards through strong leadership and effective management practices.


SERVICE MANAGER (On-Site, Location Manager)

The Service Manager will be responsible for overseeing the customer service team, ensuring high levels of customer satisfaction, and managing day-to-day operations. This role requires a dedicated leader with a deep understanding of the insurance industry, a passion for customer service, and the ability to develop a high-performing team that delivers exceptional client experiences.


Benefits

Annual Base Salary + Bonus Opportunities

Paid Time Off (PTO)

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Hands on Training

Mon-Fri Schedule

Career Growth Opportunities

Retirement Plan

Evenings Off

Health Wellness Benefit

Accrued Paid Time Off

Licensing Paid By Employer


Responsibilities

Key Responsibilities:

Customer Service Leadership and Team Management:

  • Lead, coach, and develop a team of customer service representatives to provide outstanding service.
  • Conduct regular team meetings to review performance, discuss strategies, and provide training.
  • Set individual and team service goals in alignment with overall agency objectives.

Service Strategy and Execution:

  • Develop and implement effective service strategies to enhance client satisfaction and retention.
  • Analyze customer feedback and industry trends to adjust service tactics and strategies.
  • Identify opportunities to improve service processes and increase overall client engagement.

Performance Monitoring and Improvement:

  • Track and analyze service metrics to assess team performance and identify areas for improvement.
  • Provide regular feedback and coaching to service representatives, helping them overcome challenges and achieve their goals.
  • Ensure adherence to company standards, compliance requirements, and customer service protocols.

Client Relationship Management:

  • Oversee the management of client accounts, ensuring timely and accurate processing of policies, claims, and service requests.
  • Collaborate with the sales team to ensure a seamless transition from sales to service, and to address any client concerns.
  • Monitor client satisfaction and proactively address any issues or concerns to enhance client loyalty.

Professional Development:

  • Provide ongoing training and development opportunities for the service team to enhance their skills and knowledge.
  • Stay informed about industry trends, products, and best practices to ensure the team remains competitive.
  • Foster a culture of continuous improvement and professional growth within the service team.

Collaboration and Reporting:

  • Work closely with the EA and Operations Manager to align service goals with overall agency objectives.
  • Prepare and present service reports, client feedback, and performance updates to management.
  • Participate in strategic planning sessions to contribute to the agencys growth and success.

Office Maintenance:

  • Ensure the office is well-maintained and adequately stocked.

Requirements

Qualifications:

  • Must hold a 4-40 or 2-20 General Lines Agent license. Must obtain the 2-20 license within 6 months of employment.
  • Proven experience in service leadership, with a strong track record of achieving high customer satisfaction.
  • Excellent leadership, communication, and interpersonal skills.
  • Possesses a positive attitude and a client-first mindset.
  • Strong analytical skills with the ability to interpret service data and make data-driven decisions.
  • Ability to motivate and inspire a service team to perform at their best.
  • Proficient in insurance software, CRM systems, and Microsoft Office Suite.