Customer Experience Manager

Job Description

The Customer Experience Manager is responsible for delivering outstanding service to our clients while identifying opportunities to strengthen relationships and grow the agency. This role focuses on customer retention, policy servicing, cross-selling, and creating an exceptional experience for every customer interaction.

• Paid Time Off (PTO)
• Hands on Training
• Career Growth Opportunities
• Mon-Fri Schedule

Customer Service

• Answer inbound phone calls and assist clients with questions and policy needs.
• Process policy changes, endorsements, billing requests, and other service transactions.
• Resolve customer concerns promptly and professionally.
• Provide an exceptional customer experience on every interaction.

Onboarding

• Conduct onboarding meetings with all new customers.
• Review coverages, payment options, online account access, and available discounts.
• Ensure customers understand their policies and know how to reach our agency.

Renewals & Retention

• Review upcoming renewals with customers.
• Identify coverage gaps and recommend appropriate updates.
• Help improve customer retention through proactive communication.

Cross-Selling

• Review the existing book of business for cross-selling opportunities.
• Recommend additional insurance products that fit each customer’s needs.
• Generate referrals when appropriate.

• Excellent communication and customer service skills.
• Strong organizational skills and attention to detail.
• Positive attitude with a team-oriented mindset.
• Ability to multitask and work efficiently in a fast-paced environment.
• Comfortable using computers and learning new software.
• Must be willing to obtain a Property & Casualty insurance license.
• No prior insurance experience is required.
• We will provide paid study time and cover the cost of licensing, so there are no out-of-pocket expenses for obtaining your Property & Casualty license.
• Must be able to pass the required licensing exam and background check.