Office Manager/Lead Customer Service Representative

Justin May-Farmers Insurance Agency; Overland Park (KS); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Flexible Schedule

Work from Home

Hands on Training

Mon-Fri Schedule

Career Growth Opportunities

Job summary

Justin May-Farmers Insurance Agency is seeking an Office Manager / Lead CSR to oversee daily office operations, lead the customer service team, and ensure an outstanding client experience for personal and commercial clients.

The role blends hands-on service with staff supervision, requiring solid knowledge of insurance policies, endorsements, renewals, billing and claims reporting. Benefits include PTO, flexible schedule, work from home, and clear opportunities for career growth.

Qualifications

• Active Property & Casualty license and Life & Health license.
• Experience in an insurance agency, customer service, or supervisory role preferred.
• Strong leadership, communication, and organizational skills.

Responsibilities

• Oversee daily office operations to ensure efficient, professional service.
• Develop and maintain processes to improve productivity and service quality.
• Monitor workloads and prioritize tasks to meet client needs and deadlines.
• Maintain organized agency records and documentation.
• Support leadership with reporting, projects, and process improvements.
• Serve as a primary resource for client questions, policy changes, and billing concerns.
• Oversee policy servicing, endorsements, renewals, and claims reporting.
• Ensure timely follow-up on client calls, emails, and service items.

Skills

Leadership

Customer service

Office supervision

Policy knowledge

Tools

Agency management system

Microsoft Office

Job description

Job Description

The Office Manager / Lead CSR is responsible for overseeing daily office operations, leading the customer service team, and ensuring an exceptional client experience. This role serves as a key point of contact for clients, supports the agency’s producers and leadership, and helps maintain efficient, organized, and compliant insurance operations.

The ideal candidate is an experienced insurance professional with strong leadership, communication, organizational, and problem‑solving skills who can balance hands‑on customer service responsibilities with staff supervision and office management.

Benefits

• Paid Time Off (PTO)
• Flexible Schedule
• Work from Home
• Hands on Training
• Mon-Fri Schedule
• Career Growth Opportunities

Responsibilities

• Oversee daily office operations to ensure the agency runs efficiently and professionally.
• Develop, implement, and maintain consistent processes to improve productivity and service quality.
• Monitor team workloads and help prioritize tasks to meet deadlines and client needs.
• Maintain organized electronic files, documentation, and agency records.
• Assist agency leadership with operational reporting, projects, and process improvements.
• Serve as a primary resource for resolving operational issues and supporting the team.
• Provide exceptional service to personal and commercial insurance clients.
• Serve as a lead resource for client questions, policy changes, coverage inquiries, billing concerns, and service escalations.
• Oversee and assist with policy servicing, endorsements, certificates of insurance, renewals, claims reporting, and other client requests.
• Ensure timely follow‑up on client calls, emails, requests, and outstanding service items.
• Help maintain strong client relationships through proactive communication and responsive service.
• Identify opportunities to improve client retention and satisfaction.

Requirements

• Prior experience in a Farmers insurance agency, preferably in a customer service, account management, or supervisory role.
• Active Property & Casualty insurance license and Life & Health Insurance license.
• Strong understanding of insurance policies, endorsements, renewals, billing, claims reporting, and customer service procedures.
• Previous leadership, team coordination, or office management experience preferred.
• Proficiency with agency management systems, Microsoft Office, email, and other standard business software.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple responsibilities and meet deadlines in a fast‑paced environment.
• Strong judgment, professionalism, and commitment to client confidentiality.
• Ability to coach employees, resolve problems, and maintain a positive team environment.