INSURANCE CUSTOMER SERVICE MANAGER FOR RESPECTED INSURANCE AGENCY

*This is a confidential search for an established insurance agency and office located in the Northeastern Kansas region near Lawrence and Topeka, KS. 

Shawnee County established insurance office is seeking an experienced Insurance Customer Service Manager to successfully address and lead customer insurance needs. 

The right person is detail-oriented, process-driven, and customer-focused; they are passionate about customer service and appreciate an environment where they can go above & beyond a customer’s expectations. The candidate must be willing to go the extra mile to ensure the customer receives quality service at every interaction. This role may involve claim follow up and troubleshooting and various scenarios to facilitate a positive, customer centric outcome. The ideal candidate will not only be an expert at deescalation tactics & service handling best practices, but they should also be adept in developing and coaching a service team to drive satisfaction while working to uncover additional products & pivot to address needs. 

Responsibilities:

• Handle escalated service issues, follow up to & address claims issues, and work proactively to ensure customer satisfaction & improved retention;
• Conduct customer coverage & policy reviews, identify risks & make recommendations, explain coverage benefits and discounts, submit policy changes, provide quotes, submit applications, and address underwriting requests.
• Oversee agency’s daily service workflows; coach & develop service team to improve individual performance and develop customer service skills; 
• Order supplies, track equipment, and ensure office site runs with appropriate staff; maintain & establish important agency relationships;
• Collaborate with sales, marketing, and operations teams to improve processes, increase efficiency, enhance customer experience, & meet agency goal

Requirements:

• 5+ years of P&C insurance agency service management experience required; 
• Active KS P&C and L&H insurance licenses and ability to pass a background check;
• Strong problem-solving, organizational, and leadership skills;
• Ability to work 8am to 5pm Monday through Friday and as needed to meet agency goals. Must be available for evening or weekends (1-2 times per month) and represent the agency at networking events, attend team building activities, attend marketing events, or complete training programs. Salaried position with expectation of 40-45 hours per week; 
• Proficient in Microsoft (Outlook, Word, Excel, Mail-Merge), Cloud-based customer relationship programs, and ability to adapt to changing technologies; 
• Excellent communication skills to include written, verbal, technical, and interpersonal; preference for a Spanish-speaking bilingual candidate.

Benefits:

Health, dental, life, and disability insurance • Paid holidays & PTO • Retirement match • Flexibility • Growth & promotion potential