Commercial Lines Service Manager (In-Office)

About Us

At Trailstone Insurance, we are on a meaningful mission, charting new paths to purpose through innovation, integrity, and the heart of a teacher. We blend technology with human connection to make a real difference in our clients' lives. Our culture fosters collaboration, continuous improvement, and professional growth. If you're passionate about service and purpose-driven work, you'll thrive here.

Overview

As a Commercial Service Manager, you'll lead the team responsible for our commercial insurance clients, coaching Commercial Line Service Reps to deliver excellence and foresight on every account. You'll set the standard for client relationships, guide the team on coverage strategy and growth opportunities, and build a service culture that earns referrals. You'll also develop your people, because a strong team is how we win.

Responsibilities

• Team Leadership & Development
• Recruit, hire, and onboard Commercial Line Service Reps.
• Coach the team through regular one-on-ones, performance reviews, and goal-setting.
• Manage schedules, workload distribution, and coverage across the team.
• Handle escalations and personnel matters in partnership with HR.
• Hold the team accountable to a high-level retention rate through proactive outreach, personalized service, and renewal reviews.
• Audit account reviews and step in on at-risk accounts before they walk.
• Ensure the team helps clients understand claims, audits, endorsements, and coverage gaps.
• Oversee inbound service quality: billing, certificates, audits, endorsements, and claims support.
• Coach reps on cross-selling opportunities (e.g., umbrella, cyber, EPLI) and bundling with personal insurance.
• Ensure renewal processes begin at least 90 days prior to expiration.
• Maintain accuracy standards in the agency management system across the team.
• Enforce agency processes for remarketing, quoting, and documentation.
• Partner with producers and underwriters to keep new business quoting on track.
• Support other managers and reps when needed, we have each other's backs.
• Embrace feedback and bring a positive, solutions-first mindset to the team.

Requirements

• Licensed insurance professional with 2 years of Commercial Lines account management experience.
• Prior experience leading, supervising, or coaching a team.
• Solid grasp of Microsoft Office, Dropbox, and CRM systems.
• Excellent written and verbal communication skills.
• High level of organization, follow-through, and problem-solving.
• Passion for efficiency, service excellence, and continuous learning.
• Positive, team-first attitude, we believe in outlasting the suck of change.
• Able to work full time, typically 9-5, there is some flexibility on schedule.
• 5 days a week in the office

Ready to Grow With Us?

This is an in-office position based in Littleton, CO. If you’re looking for a place where your work matters, your growth is supported, and your team has your back, apply today.

Trailstone Insurance Group is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable federal, state, or local law.