RESPONSIBILITIES & KEY OBJECTIVES:
Manages and directs the customer and sales/service teams to meet, and where possible, exceed
the sales support and customer service expectations of both internal and external customers by
performing the following duties:

�Supervises and coordinates the activities of the sales/service teams. Recommends personnel
actions such as retention, promotion, transfers, or dismissal.
�Proactively manages budget and performance evaluation process.
�Assists AVP-Service in developing service performance metrics and quality program. Manages
sales/service teams to meet/exceed established standards while improving team efficiency.
�Assists AVP-Service in developing, coordinating and implementing training and employee
development programs (product, systems, etc.) for new and existing staff.
�Collaborates with Service Manager II and AVP-Sales to ensure sales goals achieved and service
performance exceeds member expectations.
�Conducts second interviews on job applicants and makes referrals for hiring.
�Assigns duties to team and schedules work hours and vacations.
�Trains team in company policies, departmental procedures and job duties.
�Handles conflict resolution among employees and resolves differences.
�Assists sale/service teams with resolutions of difficult member problems and difficult
callers. 
�Performs other duties as required.

EDUCATION/LICENSES/EXPERIENCE: 

�Bachelor's degree required or five to seven years experience in the insurance industry and/or
training; or equivalent combination of education and experience.
�Active P/C and Life/Health Agent's licenses required.
�Minimum of three to five years experience of managing in a customer service center environment
and insurance industry.
�Experienced in team building, development and management. 
�Strong organizational and problem solving skills.

KNOWLEDGE, SKILLS AND ABILITIES:
�Thorough knowledge of insurance forms and service processes � Property & Casualty and Workers�
Compensation or Life, Health, Disability, AD&D, and LTC.
�Requires excellent interpersonal, verbal, written communication and mathematical skills.
�Must possess strong analytical, organizational, and leadership skills.
�Must be able to perform job duties independently, exercising good judgment and
professionalism.
�Must demonstrate diplomacy and tact while interacting with all levels within and outside of
the organization.
�Requires computer skills, including the ability to operate Windows/Microsoft-Outlook, Word,
Excel and Power Point. 
�Requires knowledge of agency management/customer data base systems.
�Ability to travel 10% of time.