[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.ResponsibilitiesLead, supervise, and develop customer service staff to drive performance and engagementConduct performance evaluations and provide ongoing coaching and mentorshipIdentify training needs and deliver development programs to enhance team capabilitiesProvide regular feedback and guidance to support employee growth and accountabilityPrepare and present weekly and monthly reports on departmental performance and key metrics to senior leadershipCoordinate recruiting efforts and support hiring initiatives for the departmentComplete annual performance reviews and manage employee development plansApprove weekly timecards and ensure accurate workforce managementResolve customer complaints, concerns, and inquiries in a timely and professional mannerEnsure consistent delivery of high-quality customer service experiencesPerform additional duties as assigned to support departmental and organizational goalsSkills4-6 years of proven leadership skills with sound judgment and decision-making abilityBachelor's degree or equivalent combination of education and relevant experience (4–6 years)Active property and casualty or producer license requiredStrong ability to interpret policies, procedures, and operational guidelinesEffective written and verbal communication skills with the ability to present to groupsSolid mathematical and analytical skills, including interpreting data and reporting metricsDemonstrated problem-solving ability in complex or variable situationsProficiency in customer service systems, reporting tools, and standard office softwareStrong organizational, analytical, and project management skillsAbility to manage multiple priorities and meet deadlines in a fast-paced environmentHigh attention to detail and commitment to excellenceBenefitsA collaborative, team-oriented work environmentOpportunities to lead and influence operational improvementsProfessional growth and development opportunitiesA culture that values accountability, innovation, and customer satisfactionThe ability to make a meaningful impact on both team performance and customer experienceCompany OverviewStillwater Insurance Group is a national insurance provider offering a full suite of insurance products and services. It was founded in 2000, and is headquartered in Jacksonville, Florida, USA, with a workforce of 201-500 employees. Its website is http://stillwaterinsurance.com.