Customer Service Manager
Allstate Insurance Agency - Clark Nielsen
Benefits:
Competitive salary
Free food & snacks
Training & development
Bonus based on performance
About Us Suderman-Nielsen Insurance is a locally owned Allstate agency serving the Boise area. We're a growing team focused on delivering great service to our policyholders while building out modern tools and systems to work smarter.
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.
What You'll Do
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
What We're Looking For
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)
What We Offer
Competitive salary (based on experience)
Commission
A tight-knit team environment with room to grow
Modern tools and systems — we invest in making the work easier, not harder
The agency staff opportunity is not an employment opportunity directly with Allstate Insurance Co.; but rather employment as a staff member with Allstate Exclusive Agents, who are independent contractors. ® 2021 Allstate Insurance Co.
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