Agency-First Customer Support Manager

Berkshire Hathaway Guard; Wilkes-Barre (Luzerne County); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid schedule

Competitive pay + generous PTO

Medical, dental & vision starting day

401(k), tuition reimbursement & longev

Job summary

Berkshire Hathaway GUARD Insurance Companies in Wilkes-Barre, PA, is seeking a Manager, Customer Support to lead an agency-focused service operation supporting agents and producers through the policy lifecycle. The role emphasizes people development, process improvements, and cross‑functional partnerships to deliver outstanding service.

The position is hybrid, requiring 3 days in the office and 2 days remote, with a salary range of $60,000–$90,000 and benefits starting day one.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of customer service or contact center experience.
• 3+ years of leadership experience managing supervisors or frontline teams.
• Experience with CRM, contact center platforms, reporting tools, and Microsoft Office.
• Excellent communication, problem-solving, and decision-making skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Lean, Six Sigma, COPC, insurance designations, or similar certifications.

Responsibilities

• Lead, coach, and develop supervisors and frontline representatives.
• Champion an agency-first service approach with clear ownership and follow-through.
• Oversee daily contact center operations across voice and digital channels.
• Monitor performance metrics: SLA, speed of answer, AHT, CSAT, QA, and adherence.
• Use data to identify and drive improvement opportunities.
• Partner with Underwriting, Billing, Claims, Product, and Technology to improve service.
• Identify root causes of repeat contacts and lead improvements.
• Oversee QA, escalation, staffing, and performance management.
• Enhance contact center technology, reporting, self-service, analytics, and AI-enabled tools.
• Translate operational results into insights for senior leadership.

Skills

Communication

Problem solving

Decision making

Multitasking

Education

Bachelor's degree or equivalent

Tools

CRM

Contact center platforms

Reporting tools

Microsoft Office

Job description

Berkshire Hathaway GUARD Insurance Companies in Wilkes-Barre, PA, is seeking a Manager, Customer Support to lead an agency-focused service operation supporting agents and producers through the policy lifecycle. The role emphasizes people development, process improvements, and cross‑functional partnerships to deliver outstanding service.

The position is hybrid, requiring 3 days in the office and 2 days remote, with a salary range of $60,000–$90,000 and benefits starting day one.