Customer Service Manager

Are you a customer service leader who enjoys building strong teams, improving processes, and creating exceptional customer experiences? We are seeking an experienced Customer Service Manager to lead a dynamic service organization supporting a nationwide customer base. This role offers the opportunity to influence operational performance, develop employees, and drive continuous improvement within a collaborative and results-oriented environment.The ideal candidate is a hands-on leader who enjoys being actively involved in the day-to-day operation, coaching employees in real time, resolving customer concerns, and identifying opportunities to improve service delivery. This is not a position that sits on the sidelines. The successful candidate will regularly partner with team members, monitor workflows, analyze performance trends, and contribute directly to operational success while fostering a culture of accountability, engagement, and exceptional service.About the OpportunityWe are an established organization within the insurance industry serving customers across the United States. Our team is committed to delivering responsive service, operational excellence, and innovative solutions while maintaining a strong focus on employee growth and customer satisfaction.The Customer Service Manager is responsible for overseeing the daily operations and personnel within the Customer Service Department. This position ensures compliance with company standards and applicable regulations while maintaining adequate staffing levels to support business needs. The role requires strong leadership, analytical skills, and the ability to manage multiple priorities while delivering outstanding service outcomes.This position is based on-site at our corporate office in Northeast Florida.Key ResponsibilitiesLead the daily operations of the customer service function, ensuring service levels and performance expectations are consistently achievedActively monitor workflows, customer interactions, and team productivity to identify opportunities for improvement and provide real-time supportCoach, mentor, and develop employees through ongoing feedback, performance discussions, and professional development activitiesParticipate in resolving escalated customer issues and complex service situations while maintaining a high level of customer satisfactionAnalyze service metrics, operational trends, and team performance data to identify opportunities to improve efficiency and service qualityPartner with leadership to implement process improvements and operational initiatives that enhance the customer experienceManage staffing needs, workforce planning, scheduling, and resource allocation to support departmental objectivesAssist with recruiting, interviewing, onboarding, and training new employeesPromote a positive and accountable team culture focused on engagement, collaboration, and resultsEnsure adherence to company policies, procedures, and regulatory requirementsPrepare and present operational updates, reports, and recommendations to leadershipSupport special projects and other initiatives as business needs requireQualificationsMinimum of 5 years of leadership experience in a customer service, contact center, operations, or service-focused environmentDemonstrated success leading teams while remaining actively involved in daily operationsStrong coaching and employee development skills with a proven ability to improve individual and team performanceExperience handling escalated customer concerns and complex service situationsInsurance industry experience preferredBachelor's degree in Business, Management, Communications, or a related field, or an equivalent combination of education and professional experienceStrong analytical and problem-solving skills with the ability to interpret data and translate insights into actionExcellent communication and interpersonal skills with the ability to build relationships across all levels of the organizationExperience managing competing priorities and adapting to changing business needs in a fast-paced environmentProficiency with customer service platforms, workforce management systems, reporting tools, and Microsoft Office applicationsStrong organizational skills, attention to detail, and commitment to operational excellenceProfessional insurance licensing preferred or the ability to obtain licensing if required Why Join Us?Take ownership of a highly visible leadership role with the opportunity to influence team performance and service delivery.Work alongside experienced leaders who value practical solutions, collaboration, and continuous improvement.Play a key role in developing employees, strengthening processes, and driving operational results.Contribute to an organization where your ideas and recommendations can make a direct impact.Enjoy a stable environment that supports professional development, leadership growth, and long-term career success.If you are a results-oriented leader who enjoys developing people, solving problems, and creating excellent customer experiences, we encourage you to apply. Employment offers are contingent upon successful completion of a background investigation and pre-employment drug screening. We are a drug-free workplace and an equal opportunity employer. Interested in learning more? Submit your application for confidential consideration.