Customer Service/Account Manager

Farmers Insurance - Oklahoma; San Diego (CA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Mon-Fri Schedule

PTO

Health Insurance

Career Growth Opportunities

Job summary

Farmers Insurance is seeking an experienced Customer Service Manager to lead our service team and ensure high-quality client interactions. You will manage daily operations, set performance targets, and drive process improvements to maximize customer satisfaction and retention.

Responsibilities include overseeing claims support, client communications, workflow automation, coaching for agents, conducting quarterly performance reviews, and enforcing quality controls.

Qualifications

• Experience in customer service management, preferably in the insurance industry.
• Strong leadership and team management skills.
• Excellent problem-solving abilities and conflict-resolution skills.
• Proficiency in insurance management systems and workflow tracking tools.
• Detail-oriented with a commitment to accuracy and efficiency.
• Ability to work in a fast-paced environment and manage multiple priorities.

Responsibilities

• Claims Support: Review claims reports and forwarded emails to assist customers with claims and input claim info in pipeline.
• FFR with Existing Clients: Conduct assessments to identify cross-sell opportunities and adjust coverage as needed.
• Cancellations & Alerts Management: Monitor document requests, payment issues, and non-renewal alerts to prevent policy lapses.
• Voicemail, Text and Email Handling: Oversee all incoming messages and distribute to agents weekly; daily text checks.
• Customer Issue Resolution: Handle escalated or difficult customer situations professionally.
• Task Oversight & Follow-Up: Ensure reps create necessary comments and tasks and resolve issues timely.
• Quality Control: Oversee service work to identify and prevent errors.
• Performance Reviews: Conduct quarterly evaluations and provide coaching; handle disciplinary actions.

Skills

Leadership

Customer service management

Problem solving

Conflict resolution

Detail-oriented

Tools

Insurance management systems

Job description

Job Description

We are seeking an experienced and proactive Customer Service Manager to lead our customer service team. This role is responsible for overseeing customer interactions, managing service workflows, and ensuring that all client needs are handled efficiently and professionally. The ideal candidate will have strong leadership skills, attention to detail, and a passion for delivering outstanding customer experiences.

Benefits

• Mon-Fri Schedule
• Paid Time Off (PTO)
• Health Insurance
• Career Growth Opportunities

Responsibilities

• Claims Support: Review claims reports and forwarded emails from Daiju to assist customers with their claims. Input claim info in pipeline and maintaining the automation.
• FFR (Farmers Friendly Review) with Existing Clients: Conduct FFR assessments for existing clients to identify cross-sell opportunities and adjust coverage as needed. 3 a day expected.
• Cancellations & Alerts Management: Monitor and address document requests, payment issues, and non-renewal alerts to prevent policy lapses. Check the outside policy list at least twice a week. No more than 20 per month, Farmers and outside combine.
• Voicemail, Text and email Handling: Oversee all incoming voicemails and distribute messages appropriately to agents at least once a week. Check all incoming texts daily.
• Customer Issue Resolution: Handle escalated or difficult customer situations with professionalism and efficiency.
• Task Oversight & Follow-Up: Ensure that customer service representatives are creating necessary comments and tasks and that issues are being resolved in a timely manner.
• Quality Control: Oversee all service-related work to identify and prevent potential errors before they occur.
• Performance Reviews: Conduct regular performance evaluations for personal service agents, providing feedback and coaching to improve efficiency and customer satisfaction quarterly. Responsible for any necessary disciplinary action and write ups.

Requirements

• Experience in customer service management, preferably in the insurance industry.
• Strong leadership and team management skills.
• Excellent problem-solving abilities and conflict-resolution skills.
• Proficiency in insurance management systems and workflow tracking tools.
• Detail-oriented with a commitment to accuracy and efficiency.
• Ability to work in a fast-paced environment and manage multiple priorities.