Senior Customer Service Manager

Job Description

Job Description

O’Quinn Insurance Services is an independent insurance agency built on a simple mission: protect what matters most while making insurance simple. We are a team-first, community-focused agency that takes pride in developing our people, serving our clients with genuine care, and holding ourselves to a high standard every day.

Our culture is defined by our Core Values — OQUINN:

O ne Team - We win together. We lift each other up, communicate openly, and succeed through collaboration.

Q uality - We hold ourselves to the highest standards. Details matter. We represent our brand with pride.

U nderstand & Care Deeply - We genuinely care about our clients, teammates, and community. We show up with empathy and heart.

I ntegrity - We act with honesty and transparency — even when no one’s watching. Doing what’s right matters more than what’s easy.

N ever Stop Learning - We stay curious, adaptable, and humble. Growth over comfort, always.

N o Nonsense - We own our results, no excuses. Address issues immediately, bring solutions, and follow through.

O’Quinn Insurance Services is looking for a motivated, people-first Customer Service Manager to lead and elevate our client service team. This role is built for someone who thrives on coaching others, maintaining high standards, and creating a team culture where accountability and excellence go hand in hand. You will have a direct impact on the client experience, the performance of our service representatives, and the day-to-day operations of our service department.

This is a role with a clear leadership trajectory. As you grow into the position, you will become an integral part of our senior leadership team. Salary will be based on your experience and the time needed to ramp up into this leadership position. Performance bonuses will be provided in addition to your salary.

Key Highlights

• 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

Responsibilities

• Manage and develop the customer service team through ongoing coaching and feedback
• Monitor 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

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

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
• Career Growth Opportunities
• Work from Home