Build Relationships. Lead People. Protect Customers. At The Brimberry Agency, we believe selling the policy is only the beginning of the relationship. We are looking for an exceptional Customer Service Manager who is passionate about creating an outstanding customer experience while leading a team that consistently raises the standard of service. This is not simply a management position, it's a leadership opportunity to influence retention, customer loyalty, agency growth, and team development. Our ideal candidate understands that every customer interaction is an opportunity to strengthen relationships, save an account, cross-sell additional protection, earn referrals, and create lifelong customers. If you're someone who leads by example, coaches others to become their best, and thrives on building a culture of accountability and excellence, we'd love to meet you. What You'll Do As our Customer Service Manager, you will lead and develop our service team while ensuring every customer receives an exceptional experience.

Responsibilities include:

Lead, coach, mentor, and inspire our Customer Service Representatives. Create a culture built around responsiveness, professionalism, and genuine care for every customer. Improve customer retention through proactive service and relationship building. Develop coaching plans that help team members continually improve their performance. Conduct regular one-on-one meetings, coaching sessions, and performance reviews. Monitor key performance indicators and hold the team accountable to measurable goals. Ensure customer inquiries are answered promptly through phone, email, text, and voicemail. Resolve escalated customer concerns with professionalism and empathy. Identify opportunities to save policies before they cancel. Train the team to uncover additional customer needs through thoughtful conversations. Drive cross-selling opportunities including Auto, Home, Renters, Umbrella, Life, Flood, Motorcycle, Boat, RV, and other personal lines products. Help build a referral-focused culture where every satisfied customer becomes an advocate for our agency. Increase customer satisfaction through consistent follow-up and relationship management. Improve agency processes and workflows that enhance efficiency and customer experience. Collaborate closely with agency leadership to achieve retention, growth, and profitability goals. What We're Looking For We're looking for someone who naturally leads people and enjoys helping others succeed.

Our ideal candidate is:

An exceptional communicator. Highly responsive and organized. Positive, energetic, and solution-oriented. Passionate about customer service. Experienced in coaching and developing employees. Comfortable holding people accountable while building trust and respect. Able to analyze data and identify trends that improve retention and customer satisfaction. Skilled at conflict resolution. Able to make decisions with confidence. Adaptable in a fast-paced environment. Passionate about continuous improvement. Committed to building a winning culture. Qualifications Property & Casualty Insurance License Previous insurance agency experience Previous management or supervisory experience Strong understanding of customer retention strategies Experience coaching customer service professionals Knowledge of cross-selling and account rounding Experience with CRM systems and agency management software Excellent verbal and written communication skills Success in This Role Looks Like Higher customer retention Faster response times Increased customer satisfaction More policies saved More cross-sold policies Increased referral generation Better team performance Strong employee engagement Continuous coaching and development A service team that customers genuinely enjoy working with Why Join The Brimberry Agency? We're building something special. Our agency believes in investing in our people, creating opportunities for growth, and delivering a customer experience that stands apart from the competition.

Pay:

$50,000.00 - $60,000.00 per year

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Experience:

Customer retention: 1 year (Required)

Management:

1 year (Required)

License/Certification:

Property & Casualty License (Required) Ability to

Commute:

Spring, TX 77373 (Required)

Work Location:

In person