Customer Service Manager - State Farm Agent Team Member

Benefits :

401(k)

Bonus based on performance

Health insurance

Paid time off

Training & development

About Us :

Valauna Knight-Brown Insurance Agency Inc is committed to providing exceptional insurance services and personalized customer experiences. We pride ourselves on building lasting relationships with our clients by delivering reliable coverage and outstanding support.

Position Summary :

We are seeking a dedicated and experienced Customer Service Manager to lead our customer service team. The ideal candidate will be responsible for ensuring excellent service standards, managing client relationships, and overseeing daily operations to enhance customer satisfaction and retention.

Key Responsibilities :

• Lead, mentor, and motivate the customer service team to achieve performance goals and maintain high service quality.
• Develop and implement customer service policies and procedures in line with company standards.
• Handle escalated customer inquiries, complaints, and complex issues promptly and effectively.
• Monitor customer feedback and satisfaction metrics to identify areas for improvement.
• Collaborate with other departments to streamline processes and enhance the overall customer experience.
• Train new team members and provide ongoing development opportunities.
• Manage scheduling, staffing, and resource allocation to ensure adequate coverage.
• Prepare regular reports on customer service performance and suggest actionable improvements.

Qualifications :

• Proven experience in a customer service management role, preferably within the insurance or financial services industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to handle difficult situations with professionalism and empathy.
• Proficient in customer service software and CRM systems.
• Strong problem-solving and organizational skills.
• High school diploma required; bachelor’s degree preferred.
• 5+ years of experience in customer service, with 2+ years in a managerial role.
• Leadership and organizational skills.
• Communication and problem-solving abilities.

What We Offer :

• Competitive salary and benefits package.
• Supportive and collaborative work environment.
• Opportunities for professional growth and development.
• The chance to make a meaningful impact on our customers’ lives

Valauna Knight-Brown Insurance Agency Inc is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.