Customer Service Manager - Jacksonville, FL

Job Description

Job Description

Customer Service Manager

Join a collaborative, service-focused team where analytical rigor, sound judgment, and professionalism are valued. At Stillwater Insurance Group, as the Customer Service Manager , you will lead and develop a high-performing team while ensuring operational efficiency and exceptional customer experiences. This role is ideal for a hands-on leader who thrives in a fast-paced environment and is passionate about building strong teams, improving processes, and delivering measurable results.

Why Stillwater?

Stillwater Insurance Group is a mid-sized national insurance provider offering home, auto, and commercial insurance products across all 50 states. Headquartered in Jacksonville, Florida, with offices in New York and Omaha, we are known for our supportive culture, strong values, and people-first approach.

Our employees describe Stillwater as a workplace with accessible leadership, strong integrity, and a genuine commitment to teamwork and professional growth. We emphasize collaboration, accountability, and internal development within a high-performing environment.

The Customer Service Manager is responsible for overseeing the daily operations and personnel within the Customer Service Department. This position ensures compliance with company standards and regulatory guidelines while maintaining appropriate staffing levels to support customer needs. The role requires strong leadership, analytical thinking, and the ability to manage multiple priorities while delivering outstanding service outcomes. This position is located in Jacksonville, Florida.

Key Responsibilities

• Lead, supervise, and develop customer service staff to drive performance and engagement
• Conduct performance evaluations and provide ongoing coaching and mentorship
• Identify training needs and deliver development programs to enhance team capabilities
• Provide regular feedback and guidance to support employee growth and accountability
• Prepare and present weekly and monthly reports on departmental performance and key metrics to senior leadership
• Coordinate recruiting efforts and support hiring initiatives for the department
• Complete annual performance reviews and manage employee development plans
• Approve weekly timecards and ensure accurate workforce management
• Resolve customer complaints, concerns, and inquiries in a timely and professional manner
• Ensure consistent delivery of high-quality customer service experiences
• Perform additional duties as assigned to support departmental and organizational goals

Minimum Qualifications

• 4-6 years of proven leadership skills with sound judgment and decision-making ability
• Bachelor’s degree or equivalent combination of education and relevant experience (4–6 years)
• Active property and casualty or producer license required
• Strong ability to interpret policies, procedures, and operational guidelines
• Effective written and verbal communication skills with the ability to present to groups
• Solid mathematical and analytical skills, including interpreting data and reporting metrics
• Demonstrated problem-solving ability in complex or variable situations
• Proficiency in customer service systems, reporting tools, and standard office software
• Strong organizational, analytical, and project management skills
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• High attention to detail and commitment to excellence

What You Can Expect

• A collaborative, team-oriented work environment
• Opportunities to lead and influence operational improvements
• Professional growth and development opportunities
• A culture that values accountability, innovation, and customer satisfaction
• The ability to make a meaningful impact on both team performance and customer experience

Join us and bring your leadership expertise to a team committed to delivering exceptional service and operational excellence.

Employment offers are contingent upon successful completion of a background investigation and pre-employment drug screening. Stillwater Insurance Group is a drug-free workplace and an equal opportunity employer.

Apply today to take the next step in your career as a Customer Service Manager.