[Remote] Customer Service Manager - remote
Note: The job is a remote job and is open to candidates in USA. Stillwater Insurance Group is a mid-sized national insurance provider known for its supportive culture and people-first approach. As a Customer Service Manager, you will lead and develop a high-performing team, ensuring operational efficiency and exceptional customer experiences while driving performance and engagement within the department.
Responsibilities
- Lead, supervise, and develop customer service staff to drive performance and engagement
- Conduct performance evaluations and provide ongoing coaching and mentorship
- Identify training needs and deliver development programs to enhance team capabilities
- Provide regular feedback and guidance to support employee growth and accountability
- Prepare and present weekly and monthly reports on departmental performance and key metrics to senior leadership
- Coordinate recruiting efforts and support hiring initiatives for the department
- Complete annual performance reviews and manage employee development plans
- Approve weekly timecards and ensure accurate workforce management
- Resolve customer complaints, concerns, and inquiries in a timely and professional manner
- Ensure consistent delivery of high-quality customer service experiences
- Perform additional duties as assigned to support departmental and organizational goals
Skills
- 4-6 years of proven leadership skills with sound judgment and decision-making ability
- Bachelor's degree or equivalent combination of education and relevant experience (4–6 years)
- Active property and casualty or producer license required
- Strong ability to interpret policies, procedures, and operational guidelines
- Effective written and verbal communication skills with the ability to present to groups
- Solid mathematical and analytical skills, including interpreting data and reporting metrics
- Demonstrated problem-solving ability in complex or variable situations
- Proficiency in customer service systems, reporting tools, and standard office software
- Strong organizational, analytical, and project management skills
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment
- High attention to detail and commitment to excellence
Benefits
- A collaborative, team-oriented work environment
- Opportunities to lead and influence operational improvements
- Professional growth and development opportunities
- A culture that values accountability, innovation, and customer satisfaction
- The ability to make a meaningful impact on both team performance and customer experience
Company Overview