Job Description

P&C Customer Customer Service Manager (Connecticut)

One of the leading property and casualty insurance providers in Massachusetts and Connecticut, writing over $100 million in premium with a strong focus on Personal Lines of Insurance. Company possesses a dynamic culture that has an independent agency feel, along with the strength and resources of a large parent company. This allows us to offer competitive salaries, bonus above commission, excellent benefits, and great training and development programs.

We are currently looking for a motivated and self-driven individual to join our team as a Customer Service Manager in Connecticut. 

Primary Function                                                                                         

The Customer Service Manager will provide strategic and frontline leadership support to the Customer Service Department, including the direct management of our Agency Office Managers who oversee our 5 CT locations. The Manager must possess experience with developing, implementing and managing customer service areas which provide consistent exceptional service. Critical in this role will be the CT Manager’s collaboration along with the Director of Customer Service and the Massachusetts service managers, our sales managers and sales team, and all other functional managers in order to develop, implement, and continually enhance an Agency-wide playbook that drives consistency across all locations and all roles in support of the Agency’s profitable growth objectives.

Key Responsibilities

• Manage and provide direction to all CT Office Managers and their respective office locations.
• Provide leadership and oversight of all CT service functions and teams.
• Develop strategies and processes, utilizing “Best in Class” practices, to deliver exceptional customer service on a consistent basis. 
• Act as the face of Customer Service when partnering with internal and external customers to ensure continuous improvement of the customer experience
• Lead and direct the creation and execution of tactical business plans in partnership with senior management team, as well as departmental goals and objectives, and ensure they are met in accordance with the overall strategic direction of the business
• Analyze department performance; develop, implement and maintain production/performance standards in line with company goals and objectives
• Establish, monitor and measure production, retention and other critical performance standards for all service personnel.
• Identify trends in production, retention, loss ratio and other critical activities, and develop action plans to maintain and enhance growth and profitability.
• Structure and execute frequent meetings to discuss with staff key differentiators of company and our agency value proposition, and to actively solicit, discuss and act on their performance improvement ideas.
• Train Team Mangers on Renewal Reviews and recognizing sales opportunities.

Our candidates must be motivated, goal-oriented self-starters with excellent interpersonal and communication skills who can work in, and lead, a team environment. Three to five years of progressive Customer Service leadership experience is a prerequisite and Insurance Industry experience, particularly within Personal Lines, is a plus.  

If the following core values: Employees, Customers, Trust, Diversity & Inclusion, Performance and Citizenship are consistent with yours, we would love to discuss this opportunity further with you.

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