Remote Agency Services Lead - Coaching & Ops Excellence

001 Brown & Brown, Inc; Vero Beach (FL); Remote; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical/Rx

Dental

Vision

Life Insurance

Disability Insurance

ESPP

401k

Student Loan Assistance

Tuition Reimbursement

Mental Health Services

PTO

Holidays

Discounts

Job summary

Orchid Insurance seeks an Agency Services Supervisor to lead the Agency Services Team in Tampa, Vero Beach, or remote. You will mentor teammates, ensure service standards, and drive workflow improvements while upholding regulatory compliance and training programs.

The role emphasizes emotional intelligence, collaboration across departments, and ongoing development of staff and processes to deliver high-quality service to customers.

Qualifications

• An accessible and responsive approach with teammates.
• High School diploma or equivalent.
• At least 3 plus years of service industry experience.
• Experience leading or managing others.
• Exhibits high emotional intelligence through active listening, empathy, and adaptability in dynamic team environments.
• Aptitude to learn multiple computer systems.
• Aptitude to learn a large volume of insurance underwriting concepts.
• Proficiency with Microsoft Office Package (Excel, Word, Outlook).
• Ability to work independently or in a team environment to achieve common goals.
• Knowledge of data processing capabilities and procedures.

Responsibilities

• Resolve customer issues and inquiries promptly.
• Motivate, resolve conflict, coach, and develop teammates.
• Monitor and assign work based on the volume of phone and processing activity, to optimize staffing.
• Ensure service level standards are met for processing and phone calls.
• Provide weekly and monthly reporting of team KPI’s, metrics, and work assignments.
• Collaborate with Team Lead(s) and other Operations leaders to optimize workflows and workload.
• Ensure compliance with state and carrier requirements and documentation standards.
• Assist Accounting teammates in finding and correcting carrier discrepancies and reconciliations.

Skills

Emotional intelligence

Team leadership

Coaching & development

MS Office

Independent / teamwork

Insurance knowledge

Education

High School diploma or equivalent

Associates degree or higher

Tools

Salesforce

Job description

Orchid Insurance seeks an Agency Services Supervisor to lead the Agency Services Team in Tampa, Vero Beach, or remote. You will mentor teammates, ensure service standards, and drive workflow improvements while upholding regulatory compliance and training programs.

The role emphasizes emotional intelligence, collaboration across departments, and ongoing development of staff and processes to deliver high-quality service to customers.