BIA - CT Personal Lines Customer Service Manager

Primary Function

The Customer Service Manager provides strategic and frontline leadership to Bearingstar's CT Customer Service Department, including direct management of our Agency Team Managers overseeing 35+ Customer Service Professionals across 5 CT locations. This role requires close collaboration with the Director of Customer Service, MA service managers, sales teams, and functional managers to develop and maintain an Agency-wide playbook that drives consistency and supports profitable growth.

Key Responsibilities

• Manage CT Office Managers and provide leadership across all CT service functions
• Develop and implement "Best in Class" processes to deliver consistent, exceptional customer service
• Analyze department performance; establish and monitor critical metrics such as client retention, loss ratio, premium growth and other key performance standards
• Partner with internal and external customers to ensure continuous improvement of the customer experience
• Lead regular team meetings to reinforce Bearingstar's value proposition and drive performance improvement
• Train Team Managers on Renewal Reviews and identifying sales opportunities
• Champion learning and development initiatives for both Team Managers and frontline employees, identifying skill gaps, supporting ongoing training, and fostering a culture of continuous growth

Qualifications

• Candidates must be motivated, goal-oriented self-starters with strong interpersonal and communication skills and the ability to lead in a team environment.
• 3–5 years of progressive Customer Service leadership experience required; Personal Lines insurance experience a plus.

Pay

The reasonable and good faith estimate of the annual salary range for this position is approximately $110,000 - $140,000 based on a variety of factors including, but not limited to, relevant skills and experience.

Schedule

The work schedule is 37.5 hours per week.