Customer Service Manager / Senior CSR

Job Description LaMarche & Schalow Insurance is looking for an experienced, highly organized Customer Service Manager / Senior CSR to join our team. This is a hands-on leadership position for someone who enjoys helping clients, solving problems, improving processes, and making sure things actually get finished. The right person will perform regular customer service work while also helping lead our service department, oversee follow-up, support and coach team members, and make sure important client and carrier items do not fall through the cracks. We are looking for someone who naturally takes ownership. Someone who sees an unfinished task and wants to know why it is still open. Someone who is comfortable helping create structure, setting expectations, and respectfully holding others accountable. What We’re Looking For Prior insurance agency experience Property & Casualty insurance license preferred; ability to become licensed will be required Strong organizational and follow-up skills Excellent written and verbal communication Ability to manage multiple priorities without losing track of details Confidence handling difficult or frustrated clients A proactive, solutions-focused approach Comfortable providing direction and holding coworkers accountable Strong documentation habits Ability to identify problems and follow them through to resolution Leadership, Senior CSR or team-lead experience is a plus The Person Who Will Thrive Here You don't need someone standing over you reminding you what still needs to be done. You like creating order out of chaos. You care about the client experience, but you also understand that excellent service requires strong systems, documentation and follow-through. You are comfortable asking, “Who owns this, what happens next, and when will it be finished?” Most importantly, you take responsibility for the outcome rather than simply completing your piece of the process. About the Role This is not a management-only position. You will work directly with clients and carry normal service responsibilities while also helping manage the department as a whole. Our goal is to build a service team that is organized, responsive, accountable and proactive — and this person will play a major role in creating that environment. Job Type: Full-time Benefits Paid Time Off (PTO) Hands on Training Mon-Fri Schedule Career Growth Opportunities Retirement Plan Responsibilities What You’ll Do Provide day-to-day insurance customer service and policy support Help oversee the daily workflow of the service department Monitor outstanding service items and make sure follow-ups are completed Assist with assigning and prioritizing work Help lead service-team huddles and communicate daily priorities Coach and support other CSRs Hold team members accountable for established service standards and deadlines Oversee client follow-up and concierge calls Review cancellations, non-pay notices, underwriting requirements and other time-sensitive items Conduct periodic quality-control reviews to identify potential problems before they become client issues Assist with creating and improving service procedures and workflows Escalate significant client or performance concerns to agency leadership Handle policy changes, billing questions, claims assistance, renewals, carrier communication and general client-service needs Requirements What We’re Looking For Prior insurance agency experience Property & Casualty insurance license preferred; ability to become licensed will be required Strong organizational and follow-up skills Excellent written and verbal communication Ability to manage multiple priorities without losing track of details Confidence handling difficult or frustrated clients A proactive, solutions-focused approach Comfortable providing direction and holding coworkers accountable Strong documentation habits Ability to identify problems and follow them through to resolution Leadership, Senior CSR or team-lead experience is a plus The Person Who Will Thrive Here You don't need someone standing over you reminding you what still needs to be done. You like creating order out of chaos. You care about the client experience, but you also understand that excellent service requires strong systems, documentation and follow-through. You are comfortable asking, “Who owns this, what happens next, and when will it be finished?” Most importantly, you take responsibility for the outcome rather than simply completing your piece of the process. #J-18808-Ljbffr David Schalow Farmers Insurance