Our Client, a progressive, high tech national agency is looking for a talented commercial lines Customer Service Manager.  As the Customer Service Manager in this call center environment, you will be responsible for overseeing all aspects of the customer service department.  The candidate would work directly under the Director of Operations.  

Responsibilities include:

Run daily renewal reports out of the agency management system (AMS360) to:

Ensure that renewal targets are met

Monitor and help facilitate service agent workloads to meet team goals

Manage the day to day operations of the service team by:

Ensuring that customer problems are resolved quickly and efficiently

Ensuring that both quality and process are adhered to by all members of the team

Initiate and streamline workflow models as the agency enhances its processes and procedures

Be the main point of contact for customer concerns that escalate to the management level

Perform one-on-one meetings with service agents to establish goals, coach, mentor and train

Participate in the interviewing and selection of service agents

Consistently monitor call volume to ensure that customer calls are taken in a timely fashion

Assist with the Broker of Record process to ensure that policies are either renewed or moved to alternative carriers including book of business acquisitions

Take part in projects that involve service responsibilities

Creating and executing project work plans and revising as appropriate to meet changing needs and requirements

Identifying resources needed and assigning individual responsibilities

Managing day-to-day operational aspects of a project and scope

Reviewing deliverables prepared by team

Effectively applying company’s methodology and enforcing project standards

Minimizing company’s exposure and risk on project

Ensuring that all project documentation is complete, current, and stored appropriately

Additionally, the Customer Service Manager will be responsible for:

Identifying opportunities for improvement and making constructive suggestions for change

Remaining on the forefront of emerging industry practices

Qualified candidates will have the following:

· CT Property & Casualty license

· Experience in management in an Insurance Agency - Commercial Lines, Personal Lines

· At least 2 years direct work experience in an agency customer service department, including all aspects of renewal processing, development and execution

· Strong familiarity with Microsoft Word and Excel

· Competent and proficient at understanding of insurance platforms

· Experience at working both independently and in a team-oriented, collaborative

environment is essential.

· Can conform to shifting priorities, demands and timelines through analytical and

problem-solving capabilities.

· Reacts to project adjustments and alterations promptly and efficiently.

· Flexible during times of change.

· Ability to read communication styles of team members who come from a broad spectrum of disciplines.

· Ability to timely and successfully complete projects on time.

· Strong written and oral communication skills

· Strong interpersonal skills

· Must be able to learn, understand, and apply new technologies

· Ability to effectively prioritize and execute tasks in a high-pressure environment crucial.