Insurance Customer Service Manager & Team Leader

Stillwater Insurance Group; Jacksonville (FL); On-site; USD 70,000 - 110,000; Full time

Job summary

Stillwater Insurance Group in Jacksonville, FL, is seeking a Customer Service Manager to lead a high-performing team in a fast-paced environment. You will drive operational excellence, develop staff, and ensure exceptional customer experiences while adhering to company standards and regulatory guidelines.

As hands-on leader, you will oversee daily operations, report on key metrics, and collaborate with senior leadership to identify process improvements that boost efficiency and satisfaction

Qualifications

• 4–6 years of proven leadership experience.
• Bachelor’s degree or equivalent combination.
• Active property and casualty license required.
• Strong interpretation of policies and guidelines.
• Excellent written and verbal communication.
• Analytical skills to interpret data and metrics.
• Proven ability to manage multiple priorities.

Responsibilities

• Lead, supervise, and develop customer service staff to drive performance and engagement
• Conduct performance evaluations and provide ongoing 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
• Perform additional duties as assigned to support departmental and organizational goals

Skills

Leadership

Licensing (P&C)

Communication

Data analysis

Problem solving

Project management

Time management

Attention to detail

Education

Bachelor’s degree

Tools

CRM systems

Reporting tools

Microsoft Office

Job description

Stillwater Insurance Group in Jacksonville, FL, is seeking a Customer Service Manager to lead a high-performing team in a fast-paced environment. You will drive operational excellence, develop staff, and ensure exceptional customer experiences while adhering to company standards and regulatory guidelines.

As hands-on leader, you will oversee daily operations, report on key metrics, and collaborate with senior leadership to identify process improvements that boost efficiency and satisfaction