What are the responsibilities and job description for the Customer Service Manager position at Allen Tate Insurance Services, LLC?
Customer Service Manager - Allen Tate Insurance Services
SUMMARY OF JOB: Under supervision of VP of Operations of the Insurance Division, the Customer Service Manager is responsible for executing and implementing the overall direction, coordination, quality, and productivity of the Allen Tate Insurance Services’ account management team. The role of the Customer Service Manager includes the ability to drive process improvements, keep pace with the growth of the business, and facilitate the maximization of resources (human and automated) to achieve insurance customer retention satisfaction, productivity, schedule adherence and economic goals.
DUTIES & RESPONSIB LITIES INCLUDE, BUT ARE NOT LIMITED TO:
· Carryout the overall direction, coordination, quality, and productivity of the account manager team
· Support all business needs as they may relate to the responsibilities of the business unit
· Lead and manage the account management team; manage workflow, escalations, and effectively delegate workload across the account management team
· Support the account management team through fostering teamwork, focus, consistency, creating efficiencies and scalable processes and procedures
· Responsible for the overall performance of the team
· Solve complex customer service issues and proactively prevent negative service trends
· Implement new strategies or processes and improve and execute current strategies or processes
· Reporting of retention, policy, and premium growth metrics
· Assist in the evaluation and needs of the agency as it pertains to new software, rating systems, agency management system as well as telephone and technology needs of staff
· Manage relationships (both internal and external) to understand and correctly utilize resources provided by internal systems, external vendors, departments, policies, and procedures
· Drive communication, reporting and analysis of customer service
· Drive creation of staffing plans, schedules, quality initiatives and process changes.
· Participate in recruiting interviews, lead staff development and training for the account management team
· Participation in Allen Tate (Insurance) leadership meetings, working with VP of Operations and President, on strategies which improve the competitive position and profitability of the division
· Other duties and special projects as assigned
· Maintain timesheet & vacation scheduling for the account management team
KNOWLEDGE, SKILLS & ABILITIES REQUIRED:
· College degree or equivalent job experience required
· Minimum 5 years customer service management experience in the insurance industry
· Knowledge and use of AMS or other insurance agency management systems
· Property & Casualty insurance License (required)
· Insurance designations (preferred)
· Experience in a production or call center environment
· Experience supervising, coaching, and developing staff
· Working knowledge of Insurance and claims management
· Analytical skills
· Excellent interpersonal and communication skills
· Works well with management, peers, and subordinates
· Ability to travel as needed
