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AJ
Arthur J. Gallagher and Co.
Client Services Manager
Career Insights for Customer Service Manager (General)
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Scorecard
Based on Illinois data
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What they do
A Customer Service Manager manages staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
$85,232 / year median in Illinois
-2% projected decline
Job Description
Introduction At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it's our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people's lives. It takes empathy, precision, and a strong sense of partnership—and that's exactly what you'll find here. We're a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you'll play a vital role in helping businesses and individuals move forward with confidence. Here, you'll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you're here, you're part of something bigger. You're part of a team that shows up, stands together, and leads with purpose. Overview Manage a diverse book of business across multiple industries, serving as the primary point of contact for clients while delivering exceptional service, leading claims reviews, driving renewals, and building trusted client relationships. Leverage data analytics, project management, and problem-solving skills to identify trends, develop strategic solutions, and demonstrate the value of our services to support client success. How you'll make an impact May manage 25+ routine/moderately complex clients. Manages an assigned book of business, covering multiple industries and client locations, building, expanding, and solidifying relationships with existing clients. Primarily focused on delivering exceptional service to all clients within book. Solves common issues, identifies client concerns/opportunities and drives solutions with limited guidance. Serves as single point of contact for clients; highly responsive to requests and has demonstrated ability to solve common client service (e.g., banking, reports, etc.) providing leverage to his/her manager. Develops client trust and confidence. Renews own accounts of low to moderate complexity with limited assistance. Organizes and leads effective group meetings on behalf of client (claims reviews). Facilitates discussions effectively, selling value of AJG services. Perceived as critical link between client, management and claims operations. Requires minimal levels of supervision in areas like responsiveness, renewal planning/delivery and analytics. Obtains data through internal tools and manipulates to identify trends and meaningful information for clients. Executes and presents analysis results proficiently. Demonstrates effective project management skills by conveying and managing what and when deliverables from others are needed. Stays current on company and industry developments. Demonstrates effective project management skills by conveying and managing what and when deliverables from others are needed. Stays current on company and industry developments. About you