Personal Lines Customer Service Manager

Safepoint MGA, LLC•Tampa, FL

3d•Onsite

About The Position

The 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.

Requirements

Ability to think critically
Ability to read, write, talk, hear, and clearly communicate
Ability to use phone and computer systems
Ability to multitask
Ability to work independently with minimal supervision
Ability to maintain detailed, organized, and accurate information
Strong Customer Service and communication skills
Exceptional attention to detail, time management, and organizational skills
Advanced computer skills and ability to learn new systems
Working proficiency of Excel, Word, and PowerPoint programs
7-10 years of customer service experience in property and casualty insurance
5 years of relevant management experience
2-20 license required or state equivalent
Thorough knowledge of the underwriting process and the analytics involved.
Excellent communication and use of good judgment

Nice To Haves

Bachelor’s degree in Business Management or relevant field preferred

Responsibilities

Directly involved in the interviewing and hiring of Personal Lines Customer Service employees
Ensure consistent delivery of high-quality service across all customer interactions
Oversee and updated department calendars by establishing PTO restrictions to ensure appropriate staffing and coverage
Forecast call volume and staffing needs for the Personal Lines Customer Service Team
Responsible for the direct supervision, coaching, and development of Customer Service Supervisors
Accountable for the performance and development of Customer Service Representative teams
Handle and formally respond to state complaints as well as client complaints escalated by Supervisors
Foster a positive, high-performance, customer-focused culture
Oversee inbound/outbound call operations for policy servicing across multiple personal lines products
Collaborate with Training Manager to communicate updates, process changes, and ensure training is maintained on the floor
Partner closely with personal lines underwriting management on risk eligibility and exception handling
Lead 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 guidelines
Serve as a subject matter expert on company systems and technologies, providing guidance, training, and support to Supervisors
Partner with Agency Relations Managers to build agent relations, attending agency events as needed
Determine quarterly bonus eligibility by collaborating with Supervisors to gather, maintain, and ensure adherence to established productivity and quality metrics
Other tasks and projects may be assigned

Benefits

Market Competitive Wages
Prof. Development and Educational Assistance Programs
Safe Harbor 401K Plan with Immediate Vesting and an Automatic Company Contribution
Paid Time-Off (Discretionary, PTO, Parental Leave, and others)
Company Paid Holidays
Health Insurance
Dental Insurance
Vison Insurance
Short and Long Term Disability Insurance
Flexible Spending Accounts with Company Contribution
Health Savings Accounts with Company Contribution
Employee Life and AD&D Insurance
Dependent Life and AD&D Insurance
Company paid AAA Membership
Company paid Identity Theft Protection
Other Ancillary Insurance Benefit Programs