Customer Experience Manager

Job Description

Job Description

At the Derek Wiley Agency we believe that the insurance business is fundamentally a people business. We aren't just looking for someone to fill a seat; we are looking for a Customer Experience Manager who finds joy in making someones day a little easier.

When you join our office, you become the face and voice of our agency, playing a vital role in how our neighbors feel about their protection and their future. We cultivate an environment where your voice matters and your hard work is noticed every single day. We pride ourselves on being a welcoming space where we prioritize relationships, integrity, and collaboration above all else. If you are the type of person who takes pride in solving problems, enjoys building long-term relationships, and wants to work in a supportive, positive atmosphere where your contributions truly shape our agencys success, we would be honored to meet you and learn about your journey.

Benefits

Annual Base Salary + Commission + Bonus Opportunities

Paid Time Off (PTO)

Hands on Training

Mon-Fri Schedule

Career Growth Opportunities

Retirement Plan

Responsibilities

Oversee the daily client experience to ensure every interaction reflects our commitment to care and quality.

Act as the primary point of contact for our policyholders, helping them resolve questions or concerns with confidence.

Process policy changes, billing updates, and coverage reviews accurately and efficiently.

Maintain organized records and keep our internal systems updated to ensure everyone on the team is on the same page.

Proactively reach out to clients to ensure they feel supported and well-informed throughout the year.

Collaborate with the broader team to identify ways we can improve our service standards and streamline our office workflow.

Requirements

Professional experience in a customer-facing or client management role.

Strong comfort level with administrative tasks and digital record keeping.

Genuine ability to communicate clearly and patiently with people from all walks of life.

A steady hand and a calm demeanor when navigating complex problems.

Experience with agency management systems or similar CRM platforms.

Must hold or be willing to obtain a Property and Casualty Insurance License.

Residency within a commutable distance to our offices in Salem and Daleville Virginia.