We are seeking an experienced and dynamic Customer Service Director to lead our customer service team at the #1 Agency in Farmers Insurance. As the Customer Service Manager, you will be responsible for overseeing the daily operations of the customer service department, ensuring that all clients receive the highest level of service, and resolving any issues related to insurance policies, claims, and general inquiries. The ideal candidate will have a strong background in customer service within the insurance industry, leadership skills, and a passion for delivering exceptional client experiences.

Salary Range:

Benefits

Hourly Base Salary Based on Experience

Paid Time Off (PTO)

Health Insurance

Dental Insurance

Disability Insurance

Mon-Fri Schedule

Career Growth Opportunities

Retirement Plan

Evenings Off

Life Insurance

Vision Insurance

Experience:

Minimum of 3-5 years of experience in a customer service or supervisory role, preferably within the insurance industry.

Proven track record in leading teams and managing customer service operations.

Skills & Abilities:

Strong leadership and interpersonal skills with the ability to motivate, mentor, and guide a team.

Exceptional communication skills, both verbal and written, with the ability to convey complex information clearly and effectively to customers and internal stakeholders.

Ability to handle challenging situations and resolve customer concerns in a calm and professional manner.

Solid understanding of insurance products, services, and industry regulations.

Strong analytical skills, with the ability to interpret data and identify opportunities for improvement.

Proficiency in customer service software and CRM systems.

Education:

High school diploma or equivalent (required).

Bachelor’s degree in Business, Communications, or related field (preferred).

Team Leadership & Development:

Manage and mentor a team of customer service representatives, providing coaching and feedback to improve performance and customer satisfaction.

Conduct regular team meetings, performance reviews, and training sessions to ensure the team is up-to-date on company products, policies, and customer service best practices.

Foster a positive and collaborative team culture, motivating employees to achieve departmental goals and exceed client expectations.

Customer Service Excellence:

Oversee daily customer service operations, ensuring timely and efficient responses to inquiries, policy changes, claims processing, and general service requests.

Address and resolve complex customer issues or complaints, escalating as necessary to senior management.

Ensure all customer interactions are handled professionally and in compliance with company policies, procedures, and regulatory requirements.

Process Improvement:

Identify opportunities to streamline customer service processes and improve operational efficiency.

Implement and monitor performance metrics, including response time, resolution time, and customer satisfaction scores.

Collaborate with other departments (e.g., Sales, Claims, Underwriting) to address customer needs and improve cross-functional processes.

Reporting & Analysis:

Monitor and analyze customer service data to identify trends, areas of improvement, and opportunities for enhanced customer experience.

Prepare regular reports for senior management on customer service performance, key metrics, and team progress.

Customer Retention & Relationship Management:

Work to retain and strengthen relationships with existing clients through proactive service and follow-up communication.

Collaborate with the sales team to identify cross-selling and upselling opportunities that align with customer needs.