Personal Lines Customer Service Manager

Personal Lines Customer Service ManagerThe Personal Lines Customer Service Manager oversees the overall performance and daily operations of the Customer Service environment through direct leadership of Personal Lines Supervisors. This role is accountable for service excellence, operational performance, customer satisfaction, and regulatory compliance across the call center operation. Responsibilities include leading supervisors, monitoring key performance metrics, supporting workforce planning, resolving escalated issues, and partnering with underwriting, claims, and billing teams to ensure a consistent, high-quality customer experience in a fast-paced environment.Duties and ResponsibilitiesDirectly involved in the interviewing and hiring of Personal Lines Customer Service employeesEnsure consistent delivery of high-quality service across all customer interactionsOversee and updated department calendars by establishing PTO restrictions to ensure appropriate staffing and coverageForecast call volume and staffing needs for the Personal Lines Customer Service TeamResponsible for the direct supervision, coaching, and development of Customer Service SupervisorsAccountable for the performance and development of Customer Service Representative teamsHandle and formally respond to state complaints as well as client complaints escalated by SupervisorsFoster a positive, high-performance, customer-focused cultureOversee inbound/outbound call operations for policy servicing across multiple personal lines productsCollaborate with Training Manager to communicate updates, process changes, and ensure training is maintained on the floorPartner closely with personal lines underwriting management on risk eligibility and exception handlingLead initiatives to streamline servicing workflows and reduce call volume (e.g., self-service, IVR optimization, digital adoption)Support team with complex coverage questions and underwriting guidelinesServe as a subject matter expert on company systems and technologies, providing guidance, training, and support to SupervisorsPartner with Agency Relations Managers to build agent relations, attending agency events as neededDetermine quarterly bonus eligibility by collaborating with Supervisors to gather, maintain, and ensure adherence to established productivity and quality metricsOther tasks and projects may be assignedEssential FunctionsAbility to think criticallyAbility to read, write, talk, hear, and clearly communicateAbility to use phone and computer systemsAbility to multitaskAbility to work independently with minimal supervisionAbility to maintain detailed, organized, and accurate informationQualificationsStrong Customer Service and communication skillsExceptional attention to detail, time management, and organizational skillsAdvanced computer skills and ability to learn new systemsWorking proficiency of Excel, Word, and PowerPoint programs7-10 years of customer service experience in property and casualty insurance5 years of relevant management experience2-20 license required or state equivalentBachelor's degree in Business Management or relevant field preferredThorough knowledge of the underwriting process and the analytics involved.Excellent communication and use of good judgmentPhysical requirements While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit for extended periods; stand; walk; use hands and fingers to handle or feel; and reach with hands and arms Working conditions This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets, and fax machines. In this role you may be asked to travel to the corporate office, satellite offices, or agency events (up to 15% travel).We recognize that talented professionals are attracted to companies that provide a great place to work, combined with a comprehensive and competitive pay and benefits package, along with opportunities for personal growth and job advancement. For this reason we are pleased to provide:Market Competitive WagesProf. Development and Educational Assistance ProgramsSafe Harbor 401K Plan with Immediate Vesting and an Automatic Company ContributionPaid Time-Off (Discretionary, PTO, Parental Leave, and others)Company Paid HolidaysHealth InsuranceDental InsuranceVison InsuranceShort and Long Term Disability InsuranceFlexible Spending Accounts with Company ContributionHealth Savings Accounts with Company ContributionEmployee Life and AD&D InsuranceDependent Life and AD&D InsuranceCompany paid AAA MembershipCompany paid Identity Theft ProtectionOther Ancillary Insurance Benefit ProgramsAnd more…Safepoint Insurance is an equal employment opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, age or disability. We assure you that your opportunity for employment with Safepoint depends solely on your qualifications.