Customer Service Manager
Full Time • Charlotte, NC
Responsive recruiter
Customer Service Manager - Allen Tate Insurance Services
SUMMARY OF JOB: Under supervision of VP of Operations of the Insurance Division, the Customer Service Manager is responsible for executing and implementing the overall direction, coordination, quality, and productivity of the Allen Tate Insurance Services’ account management team. The role of the Customer Service Manager includes the ability to drive process improvements, keep pace with the growth of the business, and facilitate the maximization of resources (human and automated) to achieve insurance customer retention satisfaction, productivity, schedule adherence and economic goals.
DUTIES & RESPONSIB LITIES INCLUDE, BUT ARE NOT LIMITED TO:
· Carryout the overall direction, coordination, quality, and productivity of the account manager team
· Support all business needs as they may relate to the responsibilities of the business unit
· Lead and manage the account management team; manage workflow, escalations, and effectively delegate workload across the account management team
· Support the account management team through fostering teamwork, focus, consistency, creating efficiencies and scalable processes and procedures
· Responsible for the overall performance of the team
· Solve complex customer service issues and proactively prevent negative service trends
· Implement new strategies or processes and improve and execute current strategies or processes
· Reporting of retention, policy, and premium growth metrics
· Assist in the evaluation and needs of the agency as it pertains to new software, rating systems, agency management system as well as telephone and technology needs of staff
· Manage relationships (both internal and external) to understand and correctly utilize resources provided by internal systems, external vendors, departments, policies, and procedures
· Drive communication, reporting and analysis of customer service
· Drive creation of staffing plans, schedules, quality initiatives and process changes.
· Participate in recruiting interviews, lead staff development and training for the account management team
· Participation in Allen Tate (Insurance) leadership meetings, working with VP of Operations and President, on strategies which improve the competitive position and profitability of the division
· Other duties and special projects as assigned
· Maintain timesheet & vacation scheduling for the account management team
KNOWLEDGE, SKILLS & ABILITIES REQUIRED:
· College degree or equivalent job experience required
· Minimum 5 years customer service management experience in the insurance industry
· Knowledge and use of AMS or other insurance agency management systems
· Property & Casualty insurance License (required)
· Insurance designations (preferred)
· Experience in a production or call center environment
· Experience supervising, coaching, and developing staff
· Working knowledge of Insurance and claims management
· Analytical skills
· Excellent interpersonal and communication skills
· Works well with management, peers, and subordinates
· Ability to travel as needed
YOUR FUTURE as an Independent Insurance Agent Starts Here
If you’re looking for a career that offers flexibility, job stability, strong compensation, and more, then you’ve come to the right place! Working with an IIANC member agency is a great career choice!
IIANC’s members are Trusted Choice® independent insurance agencies located all across North Carolina. You’ll find nearly 1,000 of our member agencies in small towns and large cities from the mountains to the coast. Many of these agencies are actively hiring to fill vacant positions so there is a good chance that there is a job opening near you!
With an upcoming worker shortage in the insurance industry due to the retirement of many veteran insurance agents, the demand for insurance professionals is growing every day! Is this career right for you?
This agency is independently owned and operated. Your application will go directly to the agency, and all hiring decisions will be made by the management of this agency. All inquiries about employment at this agency should be made directly to the agency location and not to the Independent Insurance Agents of North Carolina.
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Career advancement in a growing field
With more than 400,000 job openings in the next five years across the U.S., the insurance industry offers a huge opportunity for employment and career advancement. Plus, the industry continues to evolve and provide new careers paths in sales, customer service, analytics, digital marketing, technology, and more. (Source: investprogram.org)
Flexibility
Insurance can give you a rewarding career and well-rounded life with jobs that are not only fulfilling but may offer flexible schedules and great office culture. In a U.S News and World Report article featuring 'Best Jobs of 2020,' Insurance Agent ranked #2 on their 'Sales & Marketing Jobs' list. (Source: investprogram.org)
Make a Difference
Independent agents are pillars in their communities and active in local organizations, sponsoring sporting teams or supporting charities. Insurance offers you the chance to make a career out of helping individuals when they suffer a loss and need assistance. (Source: investprogram.org)
Job Security
Things change but insurance is here to stay. People will always need it for their car, home, business, travel, and more. The insurance industry touches all aspects of life - and that will not change. (Source: investprogram.org)