Job Description
Benefits: 401(k) Bonus based on performance Health insurance Paid time off Training & development 401(k) matching About Us: Valauna Knight-Brown Insurance Agency Inc is committed to providing exceptional insurance services and personalized customer experiences. We pride ourselves on building lasting relationships with our clients by delivering reliable coverage and outstanding support. Position Summary: We are seeking a dedicated and experienced Customer Service Manager to lead our customer service team. The ideal candidate will be responsible for ensuring excellent service standards, managing client relationships, and overseeing daily operations to enhance customer satisfaction and retention. Key Responsibilities: Lead, mentor, and motivate the customer service team to achieve performance goals and maintain high service quality. Develop and implement customer service policies and procedures in line with company standards. Handle escalated customer inquiries, complaints, and complex issues promptly and effectively. Monitor customer feedback and satisfaction metrics to identify areas for improvement. Collaborate with other departments to streamline processes and enhance the overall customer experience. Train new team members and provide ongoing development opportunities. Manage scheduling, staffing, and resource allocation to ensure adequate coverage. Prepare regular reports on customer service performance and suggest actionable improvements. Qualifications: Proven experience in a customer service management role, preferably within the insurance or financial services industry. Strong leadership and team management skills. Excellent communication and interpersonal abilities. Ability