We are currently seeking a Customer Service Manager

Are you motivated by the success of a team? Do you find it rewarding to coach and develop a team? Do you have a talent for running an efficient office operation with a motivated team whose common goal is to be successful? Do you find it rewarding to implement operational processes to improve efficiency and profit? If these values are important to you as a leader of people, then apply for our agency Customer Service Manager opportunity today.

Duties and responsibilities of a customer service manager

· Supervise customer service team. Supervisory duties include coaching, training, and motivating staff to perform effectively. Customer service managers must also create an environment where employees feel valuable to the organization.

· Respond to customer inquiries or complaints. Customers reach out to when they have questions about products or services. Staff may interact with customers across several channels, . The Customer Service Manager must ensure that responses are accurate and provided in a timely manner, regardless of the channel. Responding timely to customer complaints including but not limited to: Complaints from both Personal Lines and Commercial Lines, DOI’s, 93A’s, etc.

· Develop policies and procedures. that customer service agents follow to resolve customer inquiries. Policies and procedures must balance satisfying customer needs and supporting the goals of the organization. They require constant review and revision as a customer’s needs change and the business evolves. Implementing the Agency standard, policies, and workflow procedures.

· Focus on customer satisfaction. This means adjusting policies and procedures, ensuring agents are well-trained, measuring customer satisfaction and responding to customer feedback. Higher satisfaction can lead to larger spending, higher and favorable referrals. While customers may not always get the response they want, managers must ensure the message is delivered in an effective manner. And if possible, alternative options should be provided to the customer.

· Train staff. Training is essential for new hires -- and current employees -- to be successful in their jobs. Training activities for new and veteran agents may include classroom lectures,
role-playing and interactive videos. Ongoing training is just as important as training at the time of hire, as it provides employees with the opportunity to .

· Carriers/Outsource Processing. Work closely with our carriers and outsource the processing departments, including Resource Pro.

· Develop goals and report progress. There are many contact center metrics that could be monitored and reported on. But the key is to determine which metrics are the most important to the organization and create goals and objectives around those. Progress toward those goals must also be reported at the individual, team and department levels on a regular basis. Doing the daily downloads.

· Continue to learn. The practices and tools that are constantly evolving. Managers should constantly read articles, participate in webinars and attend conferences to .

Qualifications and requirements of a customer service manager

• Previous related work experience. The customer service manager position is not an entry-level role, so previous experience interacting with customers and leading a team of employees is essential. But this does not mean the individual must have worked in a customer service organization in the past. People with retail backgrounds who regularly interacted with customers likely have these -- or related -- foundational experiences.
• Strong communication skills. Successful leaders can communicate with team members across a variety of media. Leaders must be able to share and receive information, requiring strong verbal and written communication skills. Communications can be both formal and informal, and the customer service manager must be able to adjust communications for their target audience.
• Strong leadership skills. The Customer Service Manager must be able to work with people with different needs. They must also create an environment and reward system that will motivate employees to perform at their peak.

Customer Service Manager Qualifications
· Strong decision-making skills

· Managing and improving processes

· Staffing

· Licensed (property & casualty)

· Designations (present or future)

· Tracking budget expenses

· Analyzing information

· Developing standards

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Paid time off
• Vision insurance

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Application Question(s):

• This position is fulltime, in house. Is this something that you are looking for?
• What is your desired salary?

Experience:

• Customer service: 5 years (Required)
• Insurance: 5 years (Required)

License/Certification:

• Property & Casualty License (Preferred)

Ability to Commute:

• Needham Heights, MA 02494 (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: In person