Customer Service Manager

Howard Sloan has partnered with an Insurance Agency is a leading provider of insurance solutions, dedicated to delivering exceptional service and peace of mind to our clients. With a commitment to excellence and innovation, we strive to exceed expectations and build lasting relationships with our customers.

As a Customer Service Manager, you will play a pivotal role in ensuring the highest level of customer satisfaction and operational efficiency. Reporting directly to the Director of Operations, you will lead our customer service team, drive performance, and foster a culture of excellence.

**Responsibilities:**

- Lead and manage a team of 25+ customer service representatives, providing guidance, support, and mentorship to ensure individual and team success.

- Develop and implement strategies to enhance the customer experience and streamline service processes, continuously seeking opportunities for improvement.

- Oversee the resolution of customer inquiries, concerns, and complaints in a timely and professional manner, demonstrating empathy and understanding.

- Collaborate with cross-functional teams, including sales, underwriting, and claims, to address customer needs and drive business objectives.

- Monitor key performance indicators (KPIs) and metrics to evaluate team performance and identify areas for enhancement.

- Conduct regular performance reviews, provide constructive feedback, and implement development plans to support employee growth and career advancement.

- Stay abreast of industry trends, regulations, and best practices to maintain a high level of expertise and ensure compliance with relevant standards.

- Cultivate a positive and inclusive work environment, promoting teamwork, accountability, and a customer-centric mindset.

**Requirements:**

- Bachelor's degree in business administration, finance, or a related field preferred.

- 5-10 years of progressive experience in customer service management, preferably within the insurance industry.

- Strong leadership skills with a proven ability to motivate, inspire, and empower teams to achieve goals and exceed expectations.

- Exceptional communication and interpersonal skills, with the ability to interact effectively with customers, colleagues, and stakeholders at all levels.

- Strategic thinker with a results-oriented mindset and a passion for driving continuous improvement and innovation.

- Proficiency in Microsoft Word and Excel, with the ability to analyze data, generate reports, and make data-driven decisions.

- Demonstrated problem-solving abilities and a track record of implementing effective solutions in a fast-paced environment.

**Location:** Las Olas, Florida (Potential relocation to Sawgrass, Florida in the near future)

**Salary Range:** $100,000-$120,000