Office Manager/Lead Customer Service Representative

Job Description

The Office Manager / Lead CSR is responsible for overseeing daily office operations, leading the customer service team, and ensuring an exceptional client experience. This role serves as a key point of contact for clients, supports the agency’s producers and leadership, and helps maintain efficient, organized, and compliant insurance operations.

The ideal candidate is an experienced insurance professional with strong leadership, communication, organizational, and problem-solving skills who can balance hands-on customer service responsibilities with staff supervision and office management.

Benefits

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

Responsibilities

Oversee daily office operations to ensure the agency runs efficiently and professionally.

Develop, implement, and maintain consistent processes to improve productivity and service quality.

Monitor team workloads and help prioritize tasks to meet deadlines and client needs.

Maintain organized electronic files, documentation, and agency records.

Assist agency leadership with operational reporting, projects, and process improvements.

Serve as a primary resource for resolving operational issues and supporting the team.

Provide exceptional service to personal and commercial insurance clients.

Serve as a lead resource for client questions, policy changes, coverage inquiries, billing concerns, and service escalations.

Oversee and assist with policy servicing, endorsements, certificates of insurance, renewals, claims reporting, and other client requests.

Ensure timely follow-up on client calls, emails, requests, and outstanding service items.

Help maintain strong client relationships through proactive communication and responsive service.

Identify opportunities to improve client retention and satisfaction.

Requirements

Prior experience in a Farmers insurance agency, preferably in a customer service, account management, or supervisory role.

Active Property & Casualty insurance license and Life & Health Insurance license.

Strong understanding of insurance policies, endorsements, renewals, billing, claims reporting, and customer service procedures.

Previous leadership, team coordination, or office management experience preferred.

Proficiency with agency management systems, Microsoft Office, email, and other standard business software.

Excellent written and verbal communication skills.

Strong organizational skills and attention to detail.

Ability to prioritize multiple responsibilities and meet deadlines in a fast-paced environment.

Strong judgment, professionalism, and commitment to client confidentiality.

Ability to coach employees, resolve problems, and maintain a positive team environment.