Irving, TX

Under minimal direction, the Manager – Customer Service, Insurance Division provides multiple aspects of service and support to Customer Service Agents, clients and residents of Insurance Division clients. The customer service manager position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. Additionally, the position is responsible for assisting with development, analysis and implementation of staffing, training, scheduling, quality assurance, reward/recognition programs, business growth and departmental coordination.


  • Understand all Insurance Division products, services, procedures and guidelines
  • Coaches and trains Team Lead on new processes
  • Establishes and maintains work procedures and processes that support the company and departmental standards, procedures and strategic directives
  • Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve operations, efficiency and service to both customers and policyholders
  • Ensures employees have appropriate training and other resources to perform their jobs including introduction of new policies and procedures
  • Responds to and resolves employee relations issues expressed by team members, or escalates to HR department for further assistance
  • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
  • Troubleshoots and reports technical errors using internal ticketing system
  • Addresses disciplinary and/or performance problems according to company policy
  • Prepares warnings and communicates effectively with employees on warnings and cooperatively makes effective/appropriate decisions relative to corrective action as required
  • Writes and administers performance reviews for skill improvement
  • Uses appropriate judgement in upward communication regarding department or employee concerns
  • Manages and resolves customer complaints
  • Maintains effective communication within Insurance Division team
  • Works as a member/leader of special or ongoing projects that are important to area/process improvement
  • Available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution


  • High School degree or equivalent
  • At least two (2) years of work experience in an office environment, at least two (2) years of Insurance industry experience, at least one (1) year in Team Lead position or formal management role
  • Position requires current Property & Casualty license


  • Demonstrated leadership
  • Excellent written and verbal communication skills
  • Professional phone demeanor and skills
  • Collegial, team-oriented disposition with the desire and ability to establish cooperative working relationships with employees at all levels within Yardi, outside of Yardi, and with clients
  • Independent decision making and problem solving skills
  • Customer/Client-centered commitment and focus
  • Proficient typing skills
  • Regular attendance and a regular work schedule is an essential function of the job


  • Familiar with software interfaces and/or configuration of software interfaces
  • Experience using a customer relationship management (CRM) database system
  • Experience with Workforce Management schedule adherence software
  • Ability to think analytically and effectively solve problems


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Irving, TX

Business Unit
Insurance Division
Client Services
Employment Type
Employee- Full Time