Customer Support Manager

Job Description

The Customer Support Manager (CSM) is the contact point for customer interaction and responsible for the daily operation of the Agency. They will provide extraordinary service to both internal customers and external prospects, cross-sell our existing customers, and ensure that all quotes, claims, endorsements, payments, etc., are conducted quickly and accurately. It is their role to ensure that all processes involving customer interactions are being completed according to the Employee Handbook. The CSM is responsible for training and daily assistance to the service department associates. In addition, the CSM is responsible for coordinating office events (birthdays, recognition) and general office management.

Benefits

Annual Base Salary + Commission + Bonus Opportunities

Paid Time Off (PTO)

Hands on Training

Mon-Fri Schedule

Career Growth Opportunities

Dental Insurance

Vision Insurance

Responsibilities

ESSENTIAL PROCESSES

Answer incoming calls, handle service or transfer to applicable staff member

Complete servicing work for existing customers

Work eAgent queue daily and enter all customer interactions in eAgent

Handle walk-in customers servicing needs and greet appointment arrivals

Review email daily and follow up consistently with customers and prospects

Expand customer contact beyond the request to find sales and service opportunities

Process customer payments and complete daily remittance

Check daily voicemail log and distribute messages

Process inbound and outgoing mail

Follow up on all endorsements for accurate processing

Follow up on all new business applications for accurate processing and timely issuing

Manage and upload all paperwork in customer files, updating when necessary

Run, process, and prepare a weekly cancellation audit

View, process, and contact customers, as needed, on the My Agency Activity list daily.

Complete assigned My Work Items (MWI)

Discuss policy coverage and impact of filing a claim with customer

Open claim online when customer requests, after discussion on bullet point above

Providing the customer with needed claim information and next steps

Weekly customer contact to check on claim status and offer assistance

Gather information and updates as needed to answer any customer questions

Make sure customers are completely satisfied throughout the entire claims process

Contact customer when claim status is closed to ensure they are satisfied

Work daily eAgent work queue items regarding all claim activity

Fill out CE form completely and accurately on all customer service calls

Call all customers with a >10% rate increases

Call all Customer Save contacts

Complete pre-renewal calls for all P&C customers

Oversees service department staffing

Oversees service department operations

Delegates incoming service requests

Coordinate office events (birthdays, recognition)

Acts as a Liaison between the service department staff and the Agent/DOS

Requirements

Property & Casualty (P&C)

Life License

Full-time