Senior Customer Service Manager

O'Quinn Insurance; Ormond Beach (FL); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Annual Base Salary + Commission + Bonus Opportunities

Paid Time Off (PTO)

Flexible Schedule

Health Insurance

Mon-Fri Schedule

Appreciation lunches

Work from Home

Career Growth Opportunities

Job summary

O'Quinn Insurance, based in Ormond Beach, FL, seeks a Customer Service Manager to lead the client service team. This role involves coaching staff, managing performance, and enhancing client interactions. Ideal candidates should have at least 3 years of insurance customer service experience, strong communication skills, and a Florida insurance license. Enjoy benefits like PTO, flexible scheduling, and opportunities for growth. Join us to help maintain our community-focused values and commitment to exceptional service.

Qualifications

• Minimum 3 years of insurance customer service experience is preferred.
• Active 4-40 and/or 2-20 Florida insurance license prior to start.
• Strong verbal and written communication skills required.
• Coachable, solution-oriented, and comfortable leading by example.

Responsibilities

• Manage and develop the customer service team through ongoing coaching.
• Monitor team performance through call listening and metric reviews.
• Handle escalated client issues with a client-first approach.
• Track department performance metrics and uphold standards.

Skills

Verbal communication

Written communication

Coaching

Technical savvy

Leadership

Education

Active 4-40 and/or 2-20 Florida insurance license

3 years of insurance customer service experience

Job description

Job Description

O’Quinn Insurance Services is an independent insurance agency built on a simple mission: protect what matters most while making insurance simple. We are a team‑first, community‑focused agency that takes pride in developing our people, serving our clients with genuine care, and holding ourselves to a high standard every day.

Our Culture Is Defined By Our Core Values — OQUINN

• One Team – We win together. We lift each other up, communicate openly, and succeed through collaboration.
• Quality – We hold ourselves to the highest standards. Details matter. We represent our brand with pride.
• Understand & Care Deeply – We genuinely care about our clients, teammates, and community. We show up with empathy and heart.
• Integrity – We act with honesty and transparency — even when no one’s watching. Doing what’s right matters more than what’s easy.
• Never Stop Learning – We stay curious, adaptable, and humble. Growth over comfort, always.
• No Nonsense – We own our results, no excuses. Address issues immediately, bring solutions, and follow through.

Customer Service Manager – Overview

O’Quinn Insurance Services is looking for a motivated, people‑first Customer Service Manager to lead and elevate our client service team. This role is built for someone who thrives on coaching others, maintaining high standards, and creating a team culture where accountability and excellence go hand in hand. You will have a direct impact on the client experience, the performance of our service representatives, and the day‑to‑day operations of our service department. This is a role with a clear leadership trajectory; as you grow, you will become an integral part of our senior leadership team.

Key Highlights

• Lead a growing team of customer service representatives through coaching, call reviews, and real‑time feedback.
• Own the performance and culture of the customer service department.
• Collaborate with leadership on hiring, onboarding, and training new team members.
• Handle escalated client interactions with professionalism and empathy.
• Manage and optimize virtual assistant workflows that support the service team.
• Track department performance metrics and hold the team accountable to agency standards.
• Contribute to the agency’s mission of delivering exceptional client experiences every day.

Benefits

• Annual Base Salary + Commission + Bonus Opportunities
• Paid Time Off (PTO)
• Flexible Schedule
• Health Insurance
• Mon‑Fri Schedule
• Birthday Celebrations
• Incentive Programs
• Evenings Off
• Paid Holidays
• Hands‑on Training
• Appreciation lunches
• Home/work life balance
• Equipment provided
• Leave early on Fridays
• Licensing paid for by company
• Community events
• Career Growth Opportunities
• Work from Home

Responsibilities

• Manage and develop the customer service team through ongoing coaching and feedback.
• Monitor team performance through call listening, metric reviews, and quality audits.
• Assist in recruiting, onboarding, and training new customer service hires.
• Oversee and improve virtual assistant workflows within the service department.
• Handle escalated client issues with a calm, client‑first approach.
• Review and act on client satisfaction surveys and internal performance data.
• Ensure the team consistently meets or exceeds agency service benchmarks.
• Contribute to leadership discussions on process improvement and team development.

Requirements

• Minimum 3 years of insurance customer service experience (independent agency preferred).
• Active 4‑40 and/or 2‑20 Florida insurance license prior to start date.
• Clean criminal background check.
• Strong verbal and written communication skills.
• Tech‑savvy with the ability to learn agency management systems quickly.
• Coachable, solution‑oriented, and comfortable leading by example.
• Experience in a management or leadership role is a plus.

Company Description

O’Quinn Insurance is family‑owned and operated serving Volusia and Flagler counties since 1974. We offer personal and commercial lines of insurance. As the largest insurance agency in the area, we are proud to represent over 95% of the carriers in the state. We protect what matters most.

Join our team to experience a hands‑on environment with the opportunity to work your way to the top. We want our staff to feel fulfilled and enjoy working in our office. Help our company grow and continue to succeed.