Customer Service Manager - remote

Key Responsibilities

• Lead, supervise, and develop customer service staff to drive performance and engagement
• Conduct performance evaluations and provide ongoing coaching and mentorship
• Identify training needs and deliver development programs to enhance team capabilities
• Prepare and present weekly and monthly reports on departmental performance and key metrics to senior leadership
• Cook up recruiting efforts and support hiring initiatives for the department
• Complete annual performance reviews and manage employee development plans
• Acknowledge weekly timecards and ensure accurate workforce management
• Resolve customer complaints, concerns, and inquiries in a timely and professional manner
• Ensure consistent delivery of high-quality customer service experiences
• Perform additional duties as assigned to support departmental and organizational goals

Minimum Qualifications

• 4-6 years of proven leadership skills with sound judgment and decision-making ability
• Bachelor’s degree or equivalent combination of education and relevant experience (4–6 years)
• Active property and casualty or producer license required
• Strong ability to interpret policies, procedures, and operational guidelines
• Effective written and verbal communication skills with the ability to present to groups
• Solid mathematical and analytical skills, including interpreting data and reporting metrics
• Demonstrated problem-solving ability in complex or variable situations
• Proficiency in customer service systems, reporting tools, and standard office software
• Strong organizational, analytical, and project management skills
• Able to manage multiple priorities and meet deadlines in a fast-paced environment
• High attention to detail and commitment to excellence