# Customer Experience Manager - Property & Casualty Insurance
## Job Description
We are seeking a motivated, highly organized Customer Experience Manager to join a growing insurance agency. This position offers a unique opportunity for a licensed insurance professional who enjoys building client relationships, improving processes, and taking ownership of daily operations.
Working closely with agency leadership and a high-performing insurance producer, this individual will play an important role in delivering exceptional customer service, managing administrative responsibilities, and supporting the continued growth of the business.
The ideal candidate is proactive, detail-oriented, and capable of balancing customer needs with operational priorities. This is an opportunity for someone who wants to grow alongside an expanding agency and take on increasing responsibility over time.
## Key Responsibilities
- Deliver exceptional customer service to new and existing policyholders, serving as a trusted resource for insurance-related questions and needs.
- Manage policy servicing activities, including renewals, endorsements, coverage changes, billing inquiries, and documentation.
- Provide administrative and operational support to a high-performing insurance producer, helping streamline daily activities and improve productivity.
- Coordinate client communications, follow-ups, appointments, and outstanding service requests.
- Assist with new business processing, applications, quotes, and coordination with insurance carriers.
- Proactively identify opportunities to improve customer satisfaction, retention, and overall service delivery.
- Manage client records, documentation, and workflows within agency management systems.
- Handle escalated customer concerns with professionalism and a solutions-oriented approach.
- Help establish and improve administrative processes that support agency efficiency and continued growth.
- Collaborate with agency leadership to identify operational needs and take on additional responsibilities as the business expands.
## Qualifications
## Active Property & Casualty Insurance License required.
- Previous experience in insurance customer service, account management, or agency operations preferred.
- Strong understanding of insurance policies, coverage options, and servicing procedures.
- Exceptional organizational skills with the ability to manage competing priorities.
- Strong written and verbal communication skills.
- Demonstrated ability to take initiative, solve problems, and work independently.
- High attention to detail and commitment to delivering an excellent customer experience.
- Proficiency with Microsoft Office and insurance agency management systems preferred.
- Experience supporting a high-volume insurance producer or growing agency is a plus.
## What Makes Someone Successful in This Role?
The ideal candidate is someone who enjoys being a dependable resource for both clients and colleagues. They anticipate needs, take ownership of responsibilities, and find satisfaction in keeping operations organized and running smoothly.
This individual should be comfortable wearing multiple hats, adapting to changing priorities, and contributing ideas that help the agency operate more effectively.
Most importantly, we are looking for someone interested in building a long-term career with an organization where their contributions can grow alongside the business. Customer Account, Computer Aided Dispatch, Call Center Customer Service, Job Scheduling, Superior Customer Service
