Customer Service Manager

Customer Service Manager

Seeking a highly motivated and professional Customer Service Manager to lead and develop a dynamic team within the organization. This role is pivotal in ensuring the delivery of exceptional service to clients while fostering a culture of accountability growth and excellence. The Customer Service Manager will oversee a team of 2 Customer Service Representatives (CSRs) and 2 offshore processors/virtual assistants as well as manage the onboarding and training of new hires during their first 90 days.

• Salary: $70000$77000 annually
• Additional Benefits: Comprehensive benefits package

• Lead coach and manage a team of 2 CSRs and 2 offshore processors/virtual assistants.
• Conduct weekly one-on-one meetings to review KPIs call reports compliance metrics and overall performance.
• Oversee the onboarding and training of new hires during their first 90 days ensuring a smooth transition into their roles.
• Provide direct constructive feedback and performance coaching to team members.
• Ensure timely completion of applications and documentation.
• Collaborate closely with agency and sales leadership participating in leadership meetings.
• Drive improvements in workflows training programs and process consistency.
• Assist with escalations and occasional client or carrier interactions.

• Proven experience in people leadership including coaching and performance management.
• Strong ability to provide direct constructive feedback and hold team members accountable to KPIs and deadlines.
• Demonstrated experience in training and developing employees.
• Excellent communication skills and professional presence with the ability to work effectively across all levels of the organization.
• Tech-savvy with the ability to quickly learn and adapt to agency management systems (experience with EZLynx is a plus).

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