Customer Relations Manager

Job description:

Position Overview

Colonial Surety Company is seeking an experienced, highly organized, and results-driven Customer Relations Manager to oversee customer service operations across our ERISA Fidelity, Commercial Surety, and Commercial Insurance departments.

This hands-on leadership position is responsible for managing daily operations, supervising employees, organizing workflows, monitoring productivity, implementing training programs, and ensuring exceptional customer service. The ideal candidate is a proactive leader who thrives in a fast-paced environment and can establish accountability, improve efficiency, and drive measurable results.

Key Responsibilities

• Department Oversight: Manage daily customer service operations across multiple departments, ensuring timely handling of calls, emails, applications, renewals, and customer requests.
• Activity & Productivity Management: Establish and monitor daily, weekly, and monthly employee activity goals, including call volumes, response times, task completion, and follow-up activity.
• Task & Workflow Management: Organize workloads, assign responsibilities, establish priorities, and ensure tasks are completed accurately and on time.
• Employee Training & Development: Lead onboarding, ongoing training, cross-training, and coaching to improve employee performance and product knowledge.
• Performance Management: Establish employee expectations, conduct performance reviews, address productivity concerns, and implement improvement plans when necessary.
• Metrics & Reporting: Develop and maintain performance dashboards and KPI reports tracking productivity, service quality, turnaround times, renewals, and customer retention.
• Customer Experience: Monitor service standards, resolve escalated customer concerns, and ensure consistent, professional customer interactions.
• Process Improvement: Identify Operational inefficiencies, standardize procedures, and implement technology and automation to improve departmental performance.
• Cross-Department Collaboration: Coordinate with underwriting, sales, marketing, operations, and IT to ensure efficient workflows and timely resolution of customer needs.

Qualifications

• 5+ years of customer service experience, including 2—3 years in a supervisory or management role preferred.
• Experience managing employees, daily workloads, performance metrics, and operational processes.
• Insurance or financial services industry experience strongly preferred.
• Strong leadership, organizational, Communication, and problem-solving skills.
• Experience with CRM systems, task management tools, Excel, and performance reporting.
• Ability to coach employees, enforce accountability, and manage multiple priorities.
• Bachelor's degree in Business Administration or a related field preferred.

Ideal Candidate

We are looking for a hands-on manager who leads through organization, accountability, and measurable performance. This individual must be comfortable actively supervising employees, monitoring daily activity, identifying performance gaps, and implementing processes that ensure every customer request and departmental responsibility is handled efficiently.

Our goal is to build and maintain a highly organized, productive, and customer-focused service operation that consistently delivers exceptional results.