Senior Customer Service Manager

About the role

O’Quinn Insurance Services is seeking a Customer Service Manager to lead and elevate our client service team. This role is designed for someone who thrives on coaching others, maintaining high standards, and fostering a culture where accountability and excellence are paramount.

Responsibilities

• Lead a growing team of customer service representatives through coaching, call reviews, and real-time feedback
• Own the performance and culture of the customer service department
• Collaborate with leadership on hiring, onboarding, and training new team members
• Handle escalated client interactions with professionalism and empathy
• Manage and optimize virtual assistant workflows that support the service team
• Track department performance metrics and hold the team accountable to agency standards
• Contribute to the agency’s mission of delivering exceptional client experiences every day

Requirements

• Minimum 3 years of insurance customer service experience (independent agency preferred)
• Active 2-20 Florida insurance license prior to start date
• Clean criminal background check
• Strong verbal and written communication skills
• Tech-savvy with the ability to learn agency management systems quickly
• Coachable, solution-oriented, and comfortable leading by example
• Experience in a management or leadership role is a plus

Qualifications

• Manage and develop the customer service team through ongoing coaching and feedback
• Maintain team performance through call listening, metric reviews, and quality audits
• Assist in recruiting, onboarding, and training new customer service hires
• Oversee and improve virtual assistant workflows within the service department
• Handle escalated client issues with a calm, client-first approach
• Review and act on client satisfaction surveys and internal performance data
• Ensure the team consistently meets or exceeds agency service benchmarks
• Contribute to leadership discussions on process improvement and team development

Benefits

• Paid Time Off (PTO)
• Flexible Schedule
• Health Insurance
• Mon-Fri Schedule
• Birthday Celebrations
• Incentive Programs
• Evenings Off
• Paid Holidays
• Hands on Training
• Appreciation lunches
• Home/work life balance
• Equipment provided
• Leave early on Fridays
• Licensing paid for by company
• Community events
• Work from Home

Schedule

Mon-Fri Schedule

Pay

Annual Base Salary + Commission + Bonus Opportunities

Location

763 W. Granada Blvd, Ormond Beach, FL, 32174, US

Job Type

Full-Time

Job Category

Management