Customer Service Manager

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Our client is currently seeking a motivated and self-driven individual to join their team as a Customer Service Manager. The Customer Service Manager will provide strategic and frontline leadership support to the Agency's Customer Service Department including the direct management of Agency Office Managers who oversee our 10 locations.

* Manage and provide direction to all Office Managers and their respective office locations. * Provide leadership and oversight of all service functions and teams. * Develop strategies and processes, utilizing “Best in Class” practices, to deliver exceptional customer service on a consistent basis. * Act as the face of Customer Service when partnering with internal and external customers to ensure continuous improvement of the customer experience * Lead and direct the creation and execution of tactical business plans in partnership with management team, as well as departmental goals and objectives ,and ensure they are met in accordance with the overall strategic direction of the business * Analyze department performance; develop, implement and maintain production/performance standards in line with company goals and objectives * Establish, monitor and measure production, retention and other critical performance standards for all service personnel. * Identify trends in production, retention, loss ratio and other critical activities, and develop action plans to maintain and enhance growth and profitability. * Structure and execute frequent meetings to discuss with staff key differentiators of Agency and the agency value proposition, and to actively solicit, discuss and act on their performance improvement ideas. * Train Team Mangers on Renewal Reviews and recognizing sales opportunities.

The Customer Service Manager must possess experience with developing, implementing and managing customer service areas which provide consistent exceptional service. Critical in this role will be the Manager’s collaboration with the Agency’s Service Manager, Sales Managers and sales team and all other functional managers to develop, implement, and continually enhance an agency-wide playbook that drives consistent best practice execution across all locations and all roles in support of the Agency’s profitable growth objectives.