Manager - Service

Working at Goosehead

We've worked hard to earn the trust of our clients, so we're more than a bit selective when it comes to hiring new people. If you think you have what it takes to grow with our company, we would love to meet you.

Position Overview:

We are currently seeking a skilled and proactive Customer Service Manager to lead our dedicated fulfillment servicing team focused on providing exceptional service to our clients. This pivotal role demands a seasoned professional with extensive experience in the P&C Insurance industry, a strategic mindset, and outstanding leadership capabilities.

Key Responsibilities:

• Lead and mentor a team of 10+ agents, ensuring high standards of service delivery and client satisfaction.
• Develop a team to cultivate and nurture strong relationships with clients.
• Collaborate effectively with cross-functional teams to address complex client needs and enhance overall client experience.
• Develop and implement strategic initiatives to optimize client retention and satisfaction.
• Monitor team performance metrics and KPIs, driving continuous improvement and operational efficiency.
• Stay ahead of industry trends and developments to provide informed advice and solutions to clients.
• Prepare comprehensive reports and presentations for senior management, detailing client engagement and team performance.
• Collaborate directly with carriers to provide solutions to our clientele.

Qualifications:

• Active General Lines Property and Casualty license (min. 1+ year insurance experience).
• Experience (1+ years) in leadership role, with proven experience leading teams of 10+ direct reports.
• Proven attendance track record and ability to be in the office 5 days a week.
• Strong leadership acumen with the ability to inspire and motivate a team towards achieving organizational goals.
• Exceptional interpersonal and communication skills, with the ability to build rapport and trust.
• Strong verbal and written skills.
• Analytical mindset with proficiency in data analysis and reporting.

Preferred Qualifications:

In addition to the qualifications and preferred skills listed above, candidates who possess the following attributes or experiences may stand out:

• Bachelor’s degree in Business Administration, Insurance, Finance, or a 8+ years in related field.
• Experience working with multiple carriers in P&C Insurance.
• Proven Track Record in leading teams with high Client Retention: Demonstrated success in developing and executing strategies that significantly enhance client retention rates within the P&C Insurance sector, supported by measurable results and client testimonials.
• Experience in Team Training and Development: Hands-on experience in training and developing high-performing teams, particularly in client management or service delivery roles, fostering a culture of excellence and continuous improvement.
• Innovative Approach to Client Engagement: Experience in leveraging innovative technologies or methodologies to enhance client engagement, streamline processes, and deliver personalized service solutions to clients.
• Cross-Functional Collaboration Skills: Proven ability to collaborate effectively with diverse cross-functional teams, influencing stakeholders at all levels of the organization to achieve collective goals and drive business growth.

Benefits:

• High quality health, vision, disability, and dental insurance programs
• Company paid Life & ADD insurance policy provided to all employees.
• 401(k) plan; Goosehead matches employee contributions up to 3% of total income.
• Goosehead is a publicly traded company (NASDAQ: GSHD) and offers an Employee Stock Purchase Plan at 5% discount.
• Full-time employees are awarded six paid sick days each calendar year related to physical or mental health.
• Two weeks of paid vacation per year; after three years with the company, your vacation entitlement will increase to three weeks paid per year.

Working Conditions/ Physical Demands:

Frequent keyboarding is required, using hands to finger, handle, or feel. Specific vision abilities this job requires include close vision and the ability to adjust focus. Daily tasks require using a headset to talk on the phone. You may spend up to 8 hours daily sitting and occasionally moving throughout the facility. Regular use of communicating via Microsoft Teams, email, and telephone. This is an in-office position. Weekend work will be required on occasion.

Equal Employment Opportunity

• Goosehead is an equal opportunity employer and complies with all applicable federa