Team Lead, Engagement Center

Brightway Insurance; Jacksonville (FL); On-site; USD 55,000 - 85,000; Full time

Job summary

Brightway Insurance in Jacksonville is seeking a seasoned Customer Service Manager to lead daily operations of the engagement center, guiding a team of insurance professionals via phone and email. The role focuses on delivering superior service, identifying workflow improvements, coaching staff, administering HR policies, and reporting outcomes to leadership.

Requires 4-6 years in customer service, 2+ years managing a team, and a Property & Casualty license (20-44 or 220).

Qualifications

• Experience leading a customer service team.
• Proficient with Brightway systems and training others.
• Excellent written and verbal communication.
• Ability to coach staff and administer HR policies.

Responsibilities

• Lead a team of insurance professionals handling inbound and outbound requests via phone and email.
• Identify workflow improvements to boost service quality and efficiency.
• Evaluate complex issues, draft responses, and train others.
• Conduct regular performance discussions and provide feedback to improve customer satisfaction.
• Report activity and outcomes to leadership and maintain accurate records.

Skills

Team leadership

Customer service

Communication

Mentoring

Problem solving

Time management

Analytical thinking

Education

Property & Casualty license (20-44 or 220)

Tools

Microsoft Office

Job description

Current job opportunities are posted here as they become available.

Established in 2008, Brightway is proud to be one of the fastest-growing insurance agency systems in the United States. With over 350 franchises spanning 35+ states and an impressive $1.3 billion in annual premiums, we rank among the nation’s largest privately owned property and casualty insurance distribution companies. We support our agency owners with comprehensive back-office services, marketing resources, and continuous learning and development.

We are embarking on the next stage of our customer-centric growth, driven by innovation from our talented associates and the application of cutting‑edge technologies. This growth has opened doors for creative thinkers who thrive in a diverse and collaborative culture. As a Brightway team member, you'll engage in exciting projects that are reshaping the industry, working alongside a dedicated team committed to delivering exceptional customer service and safeguarding our clients' most valuable assets.

Scope

Provides daily leadership to customer service staff to meet expectations. Ensures effective, timely delivery of superior insurance‑related customer service and helps resolve disputes. Identifies system, process and workflow enhancements. Assigns work throughout the department and follows up on it in a timely way. Inspires a team to perform at the highest level in every call, every day. Plays a key role as the “face/voice of Brightway Leadership” to team and others. Works with all levels of the organization and with all franchisees to promptly resolve issues to ensure satisfaction.

Job Responsibilities

• Manage a team of insurance professionals handling inbound and outbound requests from customers, agents, carriers, and others via phone and email.
• Proactively identify improvements that would enable better customer service, efficiency in workflow/output and enhanced work environment
• Apply deep industry and company knowledge to evaluate the most complex of issues encountered by the unit and others, compose effective responses and document steps followed and uses that as a training aid for others.
• Perform routine individual discussions to gain a better understanding of job performance and opportunities to improve and incorporate feedback to achieve higher levels of customer satisfaction
• Represent the team to company leadership and reports activity and outcomes to manager
• Document activities and follow up in appropriate systems regularly and accurately
• Maintain current and accurate procedures manual for department
• Write job objectives, performance reviews, salary recommendations for people in the unit
• Administer company HR policies/procedures
• Ensures quality of work meets certain standards
• Act as mentor to those less experienced
• Performs other related duties as assigned

Skills, Licenses, Certifications

• Demonstrated ability to effectively manage/lead employees to achieve desired business outcomes
• Exceptional customer service mindset; a desire and ability to lead a group to superior outcomes
• Excellent communicator; must be able to convey the most complex of ideas in a clear and concise manner
• Has superior knowledge of Brightway systems and is able to train others less experienced
• Superior independent judgment, decision making and creativity in problem solving.
• Ability to learn, embrace and put into practice new concepts and skills
• Able to gather and analyze complex facts and data, draw inferences, weigh alternatives and present logical solutions
• Excellent time management skills; is able to model this behavior for others on the team
• Leader in the organization; supports management in delivering messages to employees

Education and Experience

This position requires 4-6 years’ experience in Customer Service or a related field, as well as 2+ years managing a team. The applicant must be proficient in Microsoft Office products (Word, Excel, Outlook, PowerPoint) and have a 20-44 or 220 license. 1+ years of experience in Brightway’s Engagement Center is preferred.

Equal Employment Opportunity:

Brightway Insurance is committed to creating a diverse and inclusive workplace that values and respects the contributions of all individuals. We are an equal opportunity employer and do not discriminate based on race, color, national origin, sex, age, disability, religion, sexual orientation, gender identity, or any other characteristic protected by applicable law.

We believe that a diverse workforce is essential to our success and fosters innovation, creativity, and collaboration. Our goal is to provide a work environment that is free from discrimination and harassment, where everyone has an equal opportunity to succeed and grow.