Note: The job is a remote job and is open to candidates in USA. Stillwater Insurance Group is a mid-sized national insurance provider known for its supportive culture and people-first approach. As a Customer Service Manager, you will lead and develop a high-performing team, ensuring operational efficiency and exceptional customer experiences while driving performance and engagement within the department.

Responsibilities

• Lead, supervise, and develop customer service staff to drive performance and engagement
• Conduct performance evaluations and provide ongoing coaching and mentorship
• Identify training needs and deliver development programs to enhance team capabilities
• Provide regular feedback and guidance to support employee growth and accountability
• Prepare and present weekly and monthly reports on departmental performance and key metrics to senior leadership
• Coordinate recruiting efforts and support hiring initiatives for the department
• Complete annual performance reviews and manage employee development plans
• Approve weekly timecards and ensure accurate workforce management
• Resolve customer complaints, concerns, and inquiries in a timely and professional manner
• Ensure consistent delivery of high-quality customer service experiences
• Perform additional duties as assigned to support departmental and organizational goals

Skills

• 4-6 years of proven leadership skills with sound judgment and decision-making ability
• Bachelor's degree or equivalent combination of education and relevant experience (4–6 years)
• Active property and casualty or producer license required
• Strong ability to interpret policies, procedures, and operational guidelines
• Effective written and verbal communication skills with the ability to present to groups
• Solid mathematical and analytical skills, including interpreting data and reporting metrics
• Demonstrated problem-solving ability in complex or variable situations
• Proficiency in customer service systems, reporting tools, and standard office software
• Strong organizational, analytical, and project management skills
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• High attention to detail and commitment to excellence

Benefits

• A collaborative, team-oriented work environment
• Opportunities to lead and influence operational improvements
• Professional growth and development opportunities
• A culture that values accountability, innovation, and customer satisfaction
• The ability to make a meaningful impact on both team performance and customer experience

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