Senior Customer Service Manager

Job overview

The Senior Customer Service Manager role is listed in Ormond Beach, FL, as onsite; compensation is $65,000–$90,000 per year, with performance bonuses also noted. O’Quinn Insurance Services aims to protect what matters while making insurance simple and serving clients with care. This manager leads and develops the customer service team, monitors service quality and performance, handles escalated client issues, and improves department workflows. The role supports consistent client experiences and agency service standards.

What you'll do

• Coach and develop customer service representatives
• review calls, metrics, and quality audits
• assist with recruiting, onboarding, and training
• oversee and improve virtual assistant workflows
• handle escalated client issues
• review client satisfaction surveys and performance data
• ensure service benchmarks are met
• contribute to process-improvement and team-development discussions.

What we're looking for

Skills & competencies

senior customer service manager

customer service

insurance

team leadership

coaching

call reviews

quality audits

client experience

virtual assistant workflows

ormond beach fl

o'quinn insurance

performance bonuses

pto

health insurance

Work arrangement

• Weekend coverage required

Benefits & perks

• Paid time off, flexible schedule, health insurance, paid holidays, hands-on training, incentive programs, equipment provided, licensing paid by company, and career growth opportunities.

Why this role

Leadership trajectory with potential to become part of the senior leadership team; performance bonuses; paid licensing, hands-on training, and career growth opportunities.

About the employer

O'Quinn Insurance is hiring for this role. Industry: Insurance Agencies and Brokerages. Sector: 52.