Customer Service Manager

Job Description

Customer Relations Manager
Job Summary

Seeking a highly motivated and experienced Customer Relations Manager to lead and oversee customer service operations across multiple departments, including ERISA Fidelity, Commercial Surety, and Commercial Insurance. This full-time, on-site role requires a proactive leader who thrives in a fast-paced environment and is committed to delivering exceptional customer service. The ideal candidate will manage daily operations, supervise employees, organize workflows, monitor productivity, and implement training programs to ensure the highest standards of service and efficiency.
Compensation Package

• Competitive salary commensurate with experience.
• Comprehensive benefits package, including health, dental, and vision insurance.
• Paid time off and holidays.
• Opportunities for professional development and career growth.

Responsibilities

• Department Oversight: Manage daily customer service operations, ensuring timely and efficient handling of calls, emails, applications, renewals, and customer requests.
• Activity & Productivity Management: Set and monitor daily, weekly, and monthly employee activity goals, including call volumes, response times, task completion, and follow-up activity.
• Task & Workflow Management: Organize workloads, assign responsibilities, establish priorities, and ensure tasks are completed accurately and on time.
• Employee Training & Development: Lead onboarding, ongoing training, cross-training, and coaching to enhance employee performance and product knowledge.
• Performance Management: Establish clear employee expectations, conduct performance reviews, address productivity concerns, and implement improvement plans as needed.
• Metrics & Reporting: Develop and maintain performance dashboards and KPI reports to track productivity, service quality, turnaround times, renewals, and customer retention.
• Customer Experience: Monitor service standards, resolve escalated customer concerns, and ensure consistent, professional customer interactions.
• Process Improvement: Identify operational inefficiencies, standardize procedures, and implement technology and automation to improve departmental performance.
• Cross-Department Collaboration: Work closely with underwriting, sales, marketing, operations, and IT teams to ensure efficient workflows and timely resolution of customer needs.

Qualifications/Requirements

• Minimum of 5+ years of customer service experience, with at least 2-3 years in a supervisory or management role preferred.
• Proven experience managing employees, daily workloads, performance metrics, and operational processes.
• Industry experience in insurance or financial services is strongly preferred.
• Strong leadership, organizational, communication, and problem-solving skills.
• Proficiency with CRM systems, task management tools, Excel, and performance reporting.
• Demonstrated ability to coach employees, enforce accountability, and manage multiple priorities effectively.
• Bachelor's degree in Business Administration or a related field is preferred.

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