Customer Service Manager

Customer Service Manager

Midwest Holding LLC, a rapidly growing financial services holding company, seeks a customer service-focused, hands-on, and energetic team player to join us as Customer Service Manager. We operate as a modern insurance-holding company focused on long-term growth. We aim to foster and cultivate our relationships to sell and administer annuity products through third-party independent marketing organizations (IMOs).

Summary/Objective

The Customer Service Manager will be responsible for leading and supporting a team of customer service representatives, ensuring the delivery of exceptional service across the phone team, handling customer inquiries and complaints, and fostering an environment of continuous improvement. The Customer Service Manager will also collaborate with other departments to improve processes and elevate customer satisfaction.

Essential Functions

Leadership & Team Management:

• Lead, mentor, and develop a team of customer service representatives, providing training, support, and performance feedback.
• Set clear performance goals and expectations, monitor team progress, and ensure consistent achievement of customer service targets.
• Handle escalated customer issues and ensure timely resolution.

Phone Team Customer Experience Improvement:

• Oversee customer interactions to ensure they are handled professionally and efficiently.
• Identify recurring customer concerns and work with relevant departments to address underlying issues.
• Continuously monitor and improve service quality, ensuring the customer experience meets or exceeds company standards.

Process & Policy Development:

• Develop and implement customer service policies, procedures, and best practices.
• Work with other departments (sales, product, etc.) to ensure that customer feedback is acted upon and necessary adjustments are made to improve service offerings.

Reporting & Analytics:

• Analyze customer service metrics and KPIs, such as response time, resolution time, and customer satisfaction, to identify areas for improvement.
• Prepare and present regular reports on customer service performance and customer feedback to upper management.

Customer Interaction & Escalation Management:

• Oversee complex or escalated customer complaints, ensuring they are resolved effectively and in a timely manner.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.

Collaboration & Cross-Departmental Communication:

• Work closely with sales, marketing, product development, and other teams to address customer needs and improve service offerings.
• Provide insight into customer behavior and feedback to assist in product and service development.

Competencies

• Excellent communication, interpersonal, and problem-solving skills.
• Ability to lead, motivate, and manage a team effectively.
• Familiarity with customer service metrics and performance analysis.
• Experience with process improvement initiatives.
• Familiarity with conflict resolution and handling difficult customer situations.
• Ability to adapt quickly to change and thrive in a fast-paced environment.

Required Minimum Qualifications

• Minimum of High School Diploma required.
• A Bachelor's degree in Business, Communications, or a related field is preferred.
• 3 years experience as a Customer Service Manager or similar role, with a strong background in customer service leadership.
• Strong attention to detail and ability to manage multiple tasks efficiently.
• Proficient in Microsoft Office Suite and CRM systems.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong problem-solving skills and a customer-focused approach.

Supervisory Responsibility

This position has supervisory responsibilities.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and communicate with others. This may be over the phone, in person, or through email and messaging. The employee must be able to hear customers and agents over the phone. The employee is frequently required to sit, stand; walk, and use their hands and fingers to work with the computer, phones, filing cabinets, paperwork, etc.

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. Additional hours as needed to complete work and ensure operations/business is not interrupted or slowed.

Travel

No travel is expected for this position.

Work Authorization/Security Clearance

Must be eligible to work in the United States.

AAP/EEO Statement

Midwest Holding is an Equal Opportunity Employer.

If you need assistance or an accommodation due to a disability, you may contact us at 402-489-8266.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Job Type: Full-time

Pay: From $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

Shift:

• Morning shift

People with a criminal record are encouraged to apply

Work Location: In person

Salary : $75,000