Customer Experience Manager — Lead Team, Shape Service

Bill Lawson - State Farm Agent; Kingsport (TN); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Paid time off

Job summary

Bill Lawson - State Farm Agent is seeking a Customer Service Manager to lead the agency's client-focused team. In this role you will elevate service quality by resolving inquiries, coordinating with staff, and anticipating community needs to drive agency growth.

You will implement service policies, train representatives, and handle escalations, delivering empathetic, timely support while aligning with State Farm standards and local market opportunities.

Qualifications

• 5+ years in customer service with 2+ years in a managerial role.
• Strong leadership and organizational skills.
• Excellent communication and problem-solving abilities.

Responsibilities

• Oversee the customer service team and daily operations.
• Develop and implement customer service policies and procedures.
• Handle escalated customer complaints and issues.
• Train and mentor customer service representatives.

Skills

Customer service

Leadership

Communication

Problem solving

Job description

Bill Lawson - State Farm Agent is seeking a Customer Service Manager to lead the agency's client-focused team. In this role you will elevate service quality by resolving inquiries, coordinating with staff, and anticipating community needs to drive agency growth.

You will implement service policies, train representatives, and handle escalations, delivering empathetic, timely support while aligning with State Farm standards and local market opportunities.