Lead Personal Lines Customer Service Manager

safepointinsurance; Tampa (FL); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health Insurance

401K Plan with Company Match

Paid Time Off

Dental Insurance

Vision Insurance

Disability Insurance

Tuition/Professional Development

Employee Discounts

Job summary

Safepoint MGA, LLC in Tampa, FL seeks a Personal Lines Customer Service Manager to lead Supervisors and the CS teams, ensuring service excellence and regulatory compliance in a fast-paced call center. You will drive staffing, performance metrics, and collaboration with underwriting, claims, and billing to deliver consistent, high-quality customer experiences.

The role requires 5+ years of management experience in personal lines, 7–10 years of CS insurance, and strong leadership and communication

Qualifications

• Minimum 5 years of management experience in personal lines insurance.
• 7–10 years of customer service experience in P&C insurance.
• Strong leadership, coaching, and performance management skills.
• Excellent communication and problem-solving abilities.
• Proficient in Microsoft Office suite.

Responsibilities

• Interviewing and hiring Personal Lines Customer Service employees.
• Ensure consistent delivery of high-quality service across all customer interactions.
• Oversee calendars and PTO restrictions to ensure staffing coverage.
• Forecast call volume and staffing needs for the team.
• Direct supervision and development of Supervisors and Representatives.
• Handle escalated complaints and coordinate with underwriting.
• Oversee inbound/outbound calls for policy servicing across personal lines.
• Collaborate with Training Manager on updates and floor training.
• Partner with agency relations managers to build agent relations.
• Lead initiatives to streamline workflows and reduce calls.
• Support complex coverage questions and underwriting guidelines.
• Serve as SME on company systems, provide guidance and training.
• Determine quarterly bonus eligibility with Supervisors.
• Other tasks and projects may be assigned.

Skills

Customer service excellence

Leadership & supervision

Communication skills

Analytical thinking

Regulatory compliance knowledge

Education

Bachelor’s degree in Business Management or relevant field

Tools

Excel

Word

PowerPoint

Job description

Safepoint MGA, LLC in Tampa, FL seeks a Personal Lines Customer Service Manager to lead Supervisors and the CS teams, ensuring service excellence and regulatory compliance in a fast-paced call center. You will drive staffing, performance metrics, and collaboration with underwriting, claims, and billing to deliver consistent, high-quality customer experiences.

The role requires 5+ years of management experience in personal lines, 7–10 years of CS insurance, and strong leadership and communication