Customer Service Manager - Personal Lines

Job description

The Customer Service Manager for Personal Lines is responsible for leading the customer service team and overseeing all aspects of customer support operations. This role involves developing and implementing customer service strategies, ensuring a high level of customer satisfaction, and managing the performance and development of the customer service staff. Your Impact: - Manage and mentor the Customer Care and Policy Service teams to improve the teams’ understanding of customer needs and assure customer satisfaction by meeting/exceeding those needs and expectations. Fosters a motivating and empowering work environment. - Collaborate with supervisor and other business unit leaders to establish and monitor business unit KPIs in support of achieving or exceeding client service and business retention expectations. - Responsible for performance goals, including service levels, abandon rate, call quality and accuracy as well as adherence to procedure and compliance requirements. Ensure that resources are appropriately allocated to meet or exceed these service standards. - Use objective tools to coach individual staff development. Outline corrective action steps to promptly address perfo...