Client Services Manager

Slide is looking for a Client Services Manager to join our in-house agency team.

Are you a service-minded manager that understands that the customer experience is at the core of every call.   

A tech savvy problem solver that can find a solution quickly when issues arise, and you have a strong background in Property & Casualty alongside a hunger for innovation? 

Here’s some of the ways that you’ll make an impact in this role:

• Manage day-to-day service operations, including scheduling, attendance, and performance tracking.
• Collaborate with senior management to develop and implement effective customer service strategies aligned with organizational goals.
• Establish key performance indicators (KPIs) for the service team and monitor performance against set targets.
• Provide leadership to non-exempt service representatives and regularly conduct effective and timely structured Performance Feedback sessions to develop a high performing team.
• Conduct team member interviews, hire and train new team members.
• Analyze market trends, client feedback, and competitor activities to identify opportunities and challenges for retention.
• Develop and refine service processes to improve efficiency and effectiveness.
• Work collaboratively with other departments such as marketing, sales, product development, and customer support to ensure alignment.
• Foster a culture of continuous learning and skill development.
• Build and maintain strong relationships with vendors.
• Perform other duties, as assigned.

What You’ll Need to Succeed 

Education and Experience

• Bachelor's degree or High School diploma and equivalent relevant work experience required.
• 5+ years of experience in Property & Casualty Homeowners Insurance required.
• 2+ years of leadership experience in a customer service environment, including setting of goals and managing performance.
• Salesforce or Veruna experience strongly preferred.
• Experience in growing a high-volume sales call center a plus.

Skills and Competencies:

• Demonstrated ability to lead and develop a team of service/non-exempt professionals.
• Proven ability to be adaptable and flexible; able to adjust to new requirements or unforeseen issues.
• Excellent interpersonal skills with a focus on excellent customer service.
• Strong planning and organizational skills.
• Exceptional time management skills: ability to prioritize tasks and allocate resources efficiently.
• Strong written and verbal communication skills with the ability to professionally interact with internal and external individuals.  
• Instinctually able to identify opportunities and create data-supported solutions.
• Working knowledge to interpret and apply laws, rules, regulations, policies and procedures, and department operational guidelines in daily functions.
• Proficient in MSO/365 applications such as Microsoft Teams, SharePoint, Word, Excel, PowerPoint and Outlook.
• Desire to live Slide's Core Values