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.
The Client Service Manager is responsible for external support to clients for an assigned book of business, ensuring service levels produce a positive experience for clients resulting in client retention while building long term relationships with our clients.
In This Role You Will Execute On:
Serve as the lead service contact to clients for assigned book of business. This includes oversight of all client service needs and ensuring support team engagement including responsiveness, deadlines and escalation needs. Manage client renewal process ensuring all necessary activities are completed and meet appropriate timing and quality standards. In collaboration with sales staff, direct onboarding of new clients ensuring client files and agency management system information is thorough and accurate. Maintain a 96% or higher client retention ratio while also consistently working to pursue opportunities for growth within the existing book of business. Maintain and enhance relationships with clients, carrier partners, vendors, internal teams and other stakeholders to strengthen relationships with the Hylant team and promote long term partnerships. Support business growth through account rounding efforts; assess business and human capital to identify risks or gaps in coverage; identify, design, communicate and implement cost effective Property and Casualty solutions to cover risk appropriately. This includes pre-qualifying, reviewing, identifying, and procuring coverages along with focus on gathering business intelligence and managing risk assessment. Lead Client Engagement Strategy (CES) for assigned clients providing oversight and driving client engagement at a "best practice" level. Serve as a back-up at all support levels as needed. Maintain and grow insurance knowledge through education opportunities and pursuit of designation(s) as appropriate. Perform other duties and special projects as assigned.
In This Role You Will Need:
Bachelor's degree business, insurance, risk management, or similar field of study. Equivalent combination of education and work experience may be considered. Three (3) or more years of insurance client service experience. Active Property & Casualty License Intermediate Microsoft Office skills (Excel, Word, PowerPoint, and Outlook) CIC or CRM Designation encouraged Excellent attention to detail, oral and written communication skills
Ability to work well in a team environment. Why Hylant? A multi-year recipient of Best Places to Work in Insurance, Hylant is a full-service insurance brokerage with over 20 offices in eight states. And since the founding of our family-owned business over 90 years ago, we made a promise to strengthen and protect the businesses, employees and communities of our client family by embracing them as our own. We're more than an insurance brokerage firm and you're more than a client, employee or neighbor. You're family. And that's just the way we treat you. Hylant is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to race, marital status, sex, age, color, religion, national origin, Veteran status, disability or any other characteristic protected by law. If you have a disability or special need that requires accommodation, please let us know. Hylant participates in E-Verify.
