Insurance Customer Experience Manager

Farmers Insurance - Oklahoma; San Diego (CA); Presencial; USD 65 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Mon-Fri Schedule

PTO

Health Insurance

Career Growth Opportunities

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Leadership

Customer service management

Problem solving

Conflict resolution

Detail-oriented

Ferramentas

Insurance management systems

Descrição da oferta de emprego

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.