What are the responsibilities and job description for the Customer Service Manager position at Allstate Insurance Agency - Matt Suderman?
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.
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.
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.