Insurance Agency - Customer Service Manager

About The Position

• **Must have current or past experience of at least 3 years working at an Independent Auto & Home Insurance Agency with a focus on Claims or Customer Service***

Portsmouth Atlantic Insurance is seeking an energetic and motivated Customer Service Manager for our personal lines insurance agency. This role would help lead & manage two other CSR’s while growing our Service Team over time. The ideal candidate has a strong insurance background, excellent management skills, claims & customer service experience. The ideal candidate will be a team player & will have a good sense of humor. This position will report directly into the President & Vice President of the agency and will oversee customer service team management.

Responsibilities Include The FollowingManage WorkflowsProcess daily downloads in AMS system.Comfortable with claims handling, providing guidance & working as a liaison for our clients in the event of a poor or slow claims experience.Follow up on home inspections, non-pay cancellations, surplus lines renewals, audits, etc.Plan, direct and control customer service department activities to ensure performance standards are consistently achieved.Provide high level customer service support for our clients.Including billing, policy changes, small commercial support, certificates & EOI, home inspection follow up, agency downloadsPerformance Management, Development & TrainingHire, Train and develop underwriting customer service support staff.Proactively coach and develop customer service team employees to support high quality work product and enhance career development.Build and maintain strong working relationships with Sales & Renewal Teams.Consistently measure productivity, output quality and compliance procedures.Develop and maintain reporting tools and documentation to drive process standardization across the agency.Qualifications & SkillsBachelor’s or Associate's degree preferred.5-7 years of experience in insurance operations and understanding of Property and CasualtyStrong knowledge of insurance terminology, underwriting and insurance policy lifecycle.Excellent customer service and strong communication skills including the ability to interact with all levels of the organization.Demonstrated leadership ability.Key CompetenciesStrategic leadership and ability to drive collaboration between sales and operations.Experience defining, monitoring, and analyzing performance metrics.Ability to effectively evaluate complex information and make the right decision.Is resourceful in solving problems.Takes intelligent risks to accomplish business objectives.Customer FocusIdentifies customer needs and takes appropriate action to meet those needs.Demonstrates commitment to appropriate level of service.Acts with a sense of urgency.Interpersonal SkillsTakes responsibility for own actions and decisions.Manages own work.Is responsible for own development and performance.Works well in a team environment or independently.Establishes and maintains effective relationships.Mentors less experienced members of the staff.The expected salary range for this position is $50,000 to $60,000 and will be impacted by factors such as the successful candidate’s skills and experience. PAI is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life, and paid-time-off benefits About PAIHeadquartered in Portsmouth, NH, PAI is a leading personal insurance agency providing property and casualty products and services. Our team is almost completely remote & we work to provide peace of mind on what matters most by protecting clients through unrelenting advocacy and tailored insurance solutions. For more information, please visit www.portsmouthatlanticins.com