Customer Service Manager - Personal Lines Experience

Job Description

Job Description

Customer Service Manager - Personal Lines  

Reports to: Jerris Koplin, CEO | Monday–Friday | Full Benefits | 401(k) | HSA | Pay: $34-$42/hr, negotiable based on experience

About Do Right Insurance

For over 60 years, Do Right Insurance has meant exactly what the name says — doing the right thing for clients and teammates alike. We're an independent agency partnering with top carriers to deliver honest, personalized coverage for individuals and businesses across Utah. We take our work seriously, invest in our people, and genuinely enjoy showing up every day.

The Opportunity 

We're looking for a Personal Lines Service Manager to manage and elevate our service team. This role is built around quality and performance — managing the day-to-day of the team, auditing the work coming through, training in person so it actually sticks, and giving the kind of direct feedback that helps people get better. If you take pride in getting the details right and pushing a team toward excellence, this is your role.

What You'll Do

• Directly manage the personal lines service team, including performance, workload, and day-to-day operations across team tasks and workflow
• Perform regular audits of policy changes, renewals, and client files to catch errors before they become problems
• Conduct weekly phone audits and turn findings into direct, on-the-spot coaching
• Hold regular 1:1 accountability check-ins with each team member
• Deliver in-person training to build skills and reinforce process, standards, and best practices
• Give direct, honest feedback on individual performance — and follow through until it improves
• Drive a culture of performance excellence across the team, holding a consistently high bar
• Serve as the go-to for escalated client issues, tricky coverage questions, and carrier problems
• Partner with agency leadership on workflow, staffing, and process improvements

How Success Is Measured

• Audit accuracy and error rates across the team's policy files and transactions
• Weekly phone audits completed consistently, with findings turned into direct coaching
• Training effectiveness — fewer repeat errors and faster ramp-up for team members after training
• Turnaround time on service requests and renewals across the team's tasks and workflow
• Regular 1:1 accountability check-ins held with each team member
• Team retention
• Client retention
• Client satisfaction

What We're Looking For

• Active Utah Property & Casualty license
• 3+ years of personal lines service experience; prior management or supervisory experience strongly preferred
• Sharp eye for detail — comfortable digging into files to find and fix errors
• Confident delivering in-person training and direct, sometimes tough, feedback
• Self-motivated — drives toward excellence without needing to be pushed
• Builds trust and rapport easily — team members feel comfortable coming to them
• Able to take feedback well and adjust, not just give it
• Strong communicator, written and verbal
• Experience with an agency management system (AMS360, HawkSoft, Applied Epic, or similar) a plus

Compensation & Benefits Pay:

• $34-$42/hour, negotiable based on experience
• Performance-based bonus opportunities

Benefits:

• Paid Health, dental, and vision insurance
• Health Savings Account (HSA)
• 401(k) with company matching
• Paid time off (PTO) + paid holidays

The Workplace:

• Free lunch every Friday
• Fully stocked break room
• On-site bowling alley
• Collaborative, fun office environment
• Monday–Friday schedule 

Room to Grow  

We invest in our people. This role is a direct path toward larger leadership opportunities within the agency as we grow. If you want to build a long-term career in insurance leadership, this is a strong place to do it.

Equal Employment Opportunity (EEO)  

Do Right Insurance is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable federal or Utah state laws.