140 – 200k
Seeking an experienced Customer Service Representative (CSR) Manager to oversee a team of 3-4 CSRs.
The CSR Manager will play a critical role in ensuring exceptional customer service and satisfaction, while also providing leadership and guidance to the CSR team.
The ideal candidate for this position must have prior experience in property and casualty (P&C) insurance and possess strong management skills.
Manage, train, and coach a team of 3-4 CSRs to ensure they meet individual and team performance goals.
Provide ongoing feedback, performance evaluations, and constructive guidance to maximize team productivity and customer satisfaction.
Develop and implement training programs to enhance CSR skills and knowledge in P&C insurance.
Foster a positive and motivating work environment that promotes teamwork, collaboration, and professional growth.
Customer Service Excellence:
Set clear customer service standards and expectations for the CSR team, ensuring high-quality interactions with clients.
Resolve escalated customer inquiries or complaints in a timely and satisfactory manner.
Identify and implement process improvements to enhance overall customer service experience.
Analyze customer feedback and data to identify trends and areas for improvement.
P&C Insurance Expertise:
Possess a thorough understanding of property and casualty insurance products, policies, and procedures.
Assist CSRs in handling complex or technical customer inquiries related to P&C insurance.
Stay updated on industry trends, regulatory changes, and best practices in P&C insurance to ensure accurate information is provided to customers.
Proven experience as a Customer Service Representative or similar role in the property and casualty (P&C) insurance industry.
Excellent communication and interpersonal skills, with the ability to effectively motivate and inspire a team.
In-depth knowledge of P&C insurance products, policies, and procedures.
Problem-solving and decision-making abilities to handle customer escalations and resolve complex issues.
Proficiency in using customer service software, databases, and Microsoft Office Suite.
Strong analytical skills to assess data and identify trends.
Ability to adapt to a fast-paced and changing environment.