What are the responsibilities and job description for the Manager Customer Service position at GAINSCO Auto Insurance®?
Are You Driven?® We Are.
We are a company of driven, enthusiastic, and determined people. We celebrate achievement and success. We foster innovation, determination, and recognition. Because of that, our employees feel recognized and rewarded for the contributions they make daily. At GAINSCO, it is our people that set us apart.
If you are looking for a place where you can make a difference, understand how your work impacts the company, and be recognized for your efforts and passion, then GAINSCO is the company for you.
Why Join GAINSCO?
GAINSCO’s work environment rewards engaged individuals who have a desire to contribute and succeed. That’s because our culture encourages individuals to grow their skills as they build their careers. Come join us and become a Champion with GAINSCO.
GAINSCO is looking for a Manager, Customer Service, to lead the daily operations of a high-volume Customer Service team. You’ll be accountable for hitting service level targets, maintaining quality and compliance, and developing a motivated, high-performing team. This role requires strong communication, real-time performance management, and a focus on customer retention and agency partnership support..
What does a MANAGER, CUSTOMER SERVICE do?
- Lead day-to-day Customer Service operations to meet or exceed service level, quality, and productivity goals.
- Monitor KPIs like call abandonment, talk time, hold time, and overall throughput.
- Provide escalation support and resolve customer issues with a retention-focused mindset.
- Continuously track team and individual performance and take action to improve results.
- Build short- and long-term strategies to strengthen customer relationships and agency partnerships.
- Ensure effective onboarding and training for new hires; track and support licensing/CE needs.
- Run audit processes and quality programs (coaching plans, call monitoring, feedback loops).
- Create and manage schedules to ensure adequate phone coverage, proper staffing levels, and productivity.
- Maximize use of technology and tools to keep the team efficient and organized.
- Coach, motivate, and develop employees to improve performance and engagement.
- Address performance gaps through feedback, coaching plans, and corrective action as needed.
- Recruit, interview, select, orient, and train team members.
- Partner with leaders across departments to align priorities and support business objectives.
- Drive improvements to procedures and workflows to strengthen accountability and results.
What is required?
Education:
- High School Diploma or equivalent required.
Licenses/Certifications:
- Property and Casualty license preferred.
Experience:
- Three plus years of experience managing in a fast-paced call center environment is required.
- Auto insurance background required.
- Experience with tools/systems such as AS400, Power BI, ImageRight, CRM, or policy/customer/agency management systems preferred.
Other skills and abilities:
- Excellent verbal and written communication skills.
- Ability to lead, motivate, and manage employees.
- Strong coaching and training abilities.
- Effective performance monitoring and assessment skills.
- Efficient time management for self and others.
- Objective judgment and critical decision-making skills.
- Logical reasoning to identify approaches and solutions to problems.
Scheduling:
- Starting shift: 8am -5pm.
- Manager shifts rotate on a monthly basis in between the hours of 7:30 AM–6:30 PM Monday–Friday.
- Some weekend work may be required.
What else do you need to know?
- Hybrid
- Excellent benefits package: medical & dental, vision insurance, life insurance, short-term and long-term disability insurance.
- Parental Leave Policy
- 401K Company Match
- PTO Plan Paid Company determined Holidays.
**Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (e.g. H-1B visa) for this opportunity**
All offers are contingent upon a successful background investigation (including employment, education, criminal and DMV verification- when applicable) and a pre-employment drug test with results satisfactory to GAINSCO.
GAINSCO is an Equal Employment Opportunity Employer