Customer Service Manager — Lead High-Impact Team

Stillwater-Insurance; Jacksonville (FL); On-site; USD 70,000 - 100,000; Full time

Job summary

Stillwater Insurance Group in Jacksonville, FL is seeking a Customer Service Manager to lead a high-performing team, improve processes, and deliver exceptional service in a fast-paced environment.

You will oversee daily operations, conduct coaching, manage staffing, and report on performance metrics to senior leadership.

A Bachelor's degree and an active property and casualty license are required; 4–6 years of leadership experience preferred; background checks apply.

Qualifications

• 4–6 years of proven leadership experience in customer service or operations.
• Bachelor's degree or equivalent combination of education and relevant experience (4–6 years).
• Active property and casualty or producer license required.

Responsibilities

• Lead, supervise, and develop customer service staff to drive performance and engagement.
• Conduct performance evaluations and provide coaching and mentorship.
• Identify training needs and deliver development programs to enhance team capabilities.
• Provide regular feedback and guidance to support employee growth and accountability.
• Prepare and present weekly and monthly reports on departmental performance and key metrics to senior leadership.
• Coordinate recruiting efforts and support hiring initiatives for the department.
• Complete annual performance reviews and manage employee development plans.
• Approve weekly timecards and ensure accurate workforce management.
• Resolve customer complaints, concerns, and inquiries in a timely and professional manner.
• Ensure consistent delivery of high-quality customer service experiences.

Skills

Leadership

Communication

Analytical skills

Customer service

Project management

Education

Bachelor's degree

Tools

CRM systems

Reporting tools

MS Office

Job description

Stillwater Insurance Group in Jacksonville, FL is seeking a Customer Service Manager to lead a high-performing team, improve processes, and deliver exceptional service in a fast-paced environment.

You will oversee daily operations, conduct coaching, manage staffing, and report on performance metrics to senior leadership.

A Bachelor's degree and an active property and casualty license are required; 4–6 years of leadership experience preferred; background checks apply.