Job Description

Customer Service Manager

Job Summary

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.

Compensation Package

• Salary: $70,000–$77,000 annually
• Additional Benefits: Comprehensive benefits package

Responsibilities

• 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.

Qualifications/Requirements

Must-Have:

• 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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