Job Description

About Goosehead

Since 2003, Goosehead Insurance has been disrupting the insurance industry by giving clients the power of choice, utilizing a smarter marketing approach, and delivering world-class service. This is all powered by our focus on hiring and retaining extraordinary people. Our clients trust us with their most valuable possessions, so we’re more than just a bit selective when it comes to hiring new team members.

Job Summary

We are currently seeking a skilled and proactive Customer Service Manager to lead our dedicated fulfillment servicing team focused on providing exceptional service to our clients. This pivotal role demands a seasoned professional with extensive experience in the P&C Insurance industry, a strategic mindset, and outstanding leadership capabilities.

Principal Duties and Responsibilities

• Lead and mentor a team of 10+ agents, ensuring high standards of service delivery and client satisfaction.
• Develop a team to cultivate and nurture strong relationships with clients.
• Collaborate effectively with cross-functional teams to address complex client needs and enhance overall client experience.
• Develop and implement strategic initiatives to optimize client retention and satisfaction.
• Monitor team performance metrics and KPIs, driving continuous improvement and operational efficiency.
• Stay ahead of industry trends and developments to provide informed advice and solutions to clients.
• Prepare comprehensive reports and presentations for senior management, detailing client engagement and team performance.
• Collaborate directly with carriers to provide solutions to our clientele.

Experience and Education

• Bachelor’s degree in Business Administration, Insurance, Finance, or a 8+ years in related field.
• Experience working with multiple carriers in P&C Insurance.
• Active General Lines Property and Casualty license (min. 1+ year insurance experience).
• Experience (1+ years) in leadership role, with proven experience leading teams of 10+ direct reports.
• Proven attendance track record and ability to be in the office 5 days a week.
• Strong leadership acumen with the ability to inspire and motivate a team towards achieving organizational goals.
• Exceptional interpersonal and communication skills, with the ability to build rapport and trust.
• Strong verbal and written skills.
• Analytical mindset with proficiency in data analysis and reporting.

Required Skills and Abilities

In addition to the qualifications, candidates who possess the following attributes or experiences may stand out:

• Proven Track Record in leading teams with high Client Retention: Demonstrated success in developing and executing strategies that significantly enhance client retention rates within the P&C Insurance sector, supported by measurable results and client testimonials.
• Experience in Team Training and Development: Hands-on experience in training and developing high-performing teams, particularly in client management or service delivery roles, fostering a culture of excellence and continuous improvement.
• Innovative Approach to Client Engagement: Experience in leveraging innovative technologies or methodologies to enhance client engagement, streamline processes, and deliver personalized service solutions to clients.
• Cross-Functional Collaboration Skills: Proven ability to collaborate effectively with diverse cross-functional teams, influencing stakeholders at all levels of the organization to achieve collective goals and drive business growth.

Benefits

• High quality voluntary health, vision, disability, life, and dental insurance programs
• 401K Matching Plan
• Employee Stock Purchase Plan
• Paid holidays, vacation, and sick leave
• Corporate sponsored programs to enhance employee physical, financial, mental, and emotional wellness
• Financial Solution Program

Working Conditions/ Physical Demands

Frequent keyboarding is required, using hands to finger, handle, or feel. Specific vision abilities this job requires include close vision and the ability to adjust focus. Daily tasks require using a headset to talk on the phone. You may spend up to 8 hours daily sitting and occasionally moving throughout the facility. Regular use of communicating via Microsoft Teams, email, and telephone. This is an in-office position. Weekend work will be required on occasion.

Equal Employment Opportunity

Goosehead is an equal-opportunity employer and complies with all applicable federal, state, and local laws, rules, guidelines, and regulations. Goosehead strictly prohibits and does not tolerate unlawful discrimination against employees, applicants, or any other covered person because of race, color, religion, creed, national origin, ancestry, ethnicity, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender, gender identity, transgender status, age, physical or mental disability, veteran status, uniformed service, genetic information, or any other characteristic protected by applicable law. All applicants for employment and all Goosehead employees are given equal consideration based solely on job-related factors, such as qualifications, experience, performance, and availability.

To learn more about our job opportunities, apply here. We look forward to speaking with you!

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