Customer Support Team Manager

Job Summary

Seeking a dynamic and experienced Customer Support Team Manager to lead and oversee servicing department. This is a unique opportunity to join a growing agency that values customer connection and emphasizes proactive communication with clients. The ideal candidate will be a self-starter with a proven track record in managing customer support teams and a strong understanding of insurance lines.

Compensation Package

• Salary: $125,000+ (depending on experience)
• Benefits: Competitive benefits package, 401(k), paid time off, professional development opportunities, etc.

Responsibilities

• Oversee the entire servicing department and ensure the delivery of exceptional customer support.
• Collaborate directly with the Retention Director to develop and implement strategies for client retention.
• Manage the agency's book of business, which includes accounts with premiums under $10,000.
• Ensure fluency and expertise in all lines of insurance, including Life & Health (L&H) and Property & Casualty (P&C).
• Utilize Applied EPIC software to manage accounts and streamline operations.
• Develop and execute a comprehensive plan/roadmap for understanding and improving department processes.
• Conduct regular team check-ins and provide ongoing training and support to team members.

Qualifications/Requirements

• Licenses/Certifications: Active Life & Health (L&H) and Property & Casualty (P&C) licenses are required.
• Experience: Minimum of 5 years of experience in a similar role, with a strong background in customer support and insurance services.
• Technical Skills: Proficiency in Applied EPIC software is required.
• Soft Skills:
  • Strong leadership and team management abilities.
  • Excellent communication and interpersonal skills.
  • Proactive and self-motivated with a "go-getter" attitude.
  • Strategic thinker with the ability to develop and execute plans effectively.
  • Strong problem-solving and decision-making skills.

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