Customer Service Manager

Compensation Competitive salary (based on experience) Commission Benefits Free food & snacks Training & development Bonus based on performance The Role We're looking for a Customer Service Manager to lead our front‑line client experience. You'll oversee day‑to‑day service operations, coach team members, and ensure every policyholder interaction reflects the standard we've set. This is a hands‑on leadership role — you'll handle escalations, improve processes, and keep things running smoothly. Responsibilities Manage and mentor a team of customer service representatives Handle escalated client issues and complex policy questions Monitor service quality, response times, and client satisfaction Develop and refine workflows for quoting, policy changes, claims support, and renewals Coordinate with sales staff to ensure seamless handoffs between new business and ongoing service Track team performance metrics and run regular coaching sessions Help onboard and train new hires on agency systems, Allstate tools, and phone procedures Requirements 2+ years of experience in insurance customer service or agency operations (P&C preferred) Prior team lead or supervisory experience Strong communication skills — on the phone, in person, and in writing Comfortable with technology and learning new systems (CRM, phone systems, Allstate platforms) Idaho P&C license (or willingness to obtain within 60 days of hire) Someone who stays calm under pressure and genuinely cares about the client experience Nice to Have Allstate agency experience Familiarity with CRM/phone platforms Bilingual (English/Spanish) #J-18808-Ljbffr