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    Customer Service Manager - Lubbock, United States - Grimes Insurance Agency, Inc.

    Grimes Insurance Agency, Inc.
    Grimes Insurance Agency, Inc. Lubbock, United States

    6 days ago

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    Description

    Job Description

    Job DescriptionBenefits:
    • 401(k) matching
    • Bonus based on performance
    • Company parties
    • Competitive salary
    • Dental insurance
    • Health insurance

    We are looking for an experienced leader seeking an opportunity to manage a data driven, high-tech, customer centric team of customer service professionals within our nationally recognized insurance agency. In this role, you will be responsible for managing the day to day operations of our customer service department. This includes leveraging data from various technology platforms to help coach and train our customer service team members to deliver a unique customer experience.

    To ensure success as the manager of our customer service department a highly qualified candidate would demonstrate the ability to effectively lead, coach, and manage a group of experienced professionals to increase their levels of service, improve their ability to cross-sale, upsell, and retain clients at the highest levels.

    Customer Service Manager Responsibilities:
    • Learning and understanding company insurance products.
    • Have a firm understanding of the various carriers we represent and the customer service components of those companies.
    • Teaching product knowledge to the team you lead.
    • Demonstrating a high level of competence in utilizing our technology stack.
    • Demonstrating the ability to extract appropriate data to drive improved results within the customer service department.
    • Daily coaching, training and developing one on one and in group settings.
    • Providing exceptional customer service to our clients.
    • Proactively and professionally resolving escalated customer complaints.
    • Recommending available products.
    • Forwarding customers to sales agents when a policy needs to be initiated or upgraded.

    Customer Service Manager Requirements:
    • High school diploma or GED.
    • Insurance designations is a plus
    • 2+ years in a leadership position
    • 5 + year's experience as a customer service representative.
    • Texas Insurance License
    • 5+ years within an independent insurance agency
    • Experienced in coaching and holding others accountable to individual goals.
    • In-depth knowledge of insurance products and policies.
    • Friendly, upbeat, optimistic and professional demeanor.
    • Excellent communication and interpersonal skills.
    • Experience in utilizing a CRM, Agency management system, and other technology used to drive results.
    • High-level typing skills.
    • Advanced knowledge of telephone and call forwarding systems.
    • Ability to remain calm in stressful situations.
    • Ability to explain detailed policy concepts in a simple way.
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