Job Summary:
The Client Services Manager is responsible for overseeing the Client Services Strategists and Client Services Assistant. This role leads the Client Services team in planning, streamlining, and executing administrative workflows and procedures to ensure exceptional client experiences and operational efficiency.
Supervisory Responsibilities:
- Oversee the day-to-day operations of the Client Services department
- Assess staff performance and provide coaching and guidance to ensure maximum efficiency.
- Establish department goals, performance standards and service delivery expectations, ensuring alignment with the agency’s strategic plan and client experience vision.
- Oversee and coordinate special projects and track progress toward company goals.
- Lead strategic team meetings.
- Meet hiring needs and coordinate training for new and current employees.
- Handle discipline and termination of employees in accordance with agency policy.
- Review and approve time sheets and time off requests.
- Conduct performance evaluations in accordance with agency policies.
Essential Functions:
- Lead and manage the Client Services team, providing ongoing guidance, support, and training.
- Plan and coordinate administrative procedures and systems while identifying opportunities to streamline workflows.
- Set priorities and manage departmental workflow to ensure efficient, accurate, and timely processing of responsibilities.
- Foster cross-department collaboration, ensuring seamless coordination between Commercial Lines, Employees Benefits, and Claims to support retention and operational efficiency.
- Provide training to agency staff, including new and acquired team members, on client service processes and platforms.
- Research, evaluate and make recommendations regarding proactive service platforms and tools that enhance operations and client experience.
- Actively seek ways to improve the client experience and communicate opportunities for enhancements.
- Assist hiring managers with onboarding new employees and removing access to systems upon termination.
- Maintain the Client Services section of the agency intranet “The Ridge.”
- Follow all agency and departmental policies and procedures.
- Perform other job-related dues as assigned.
Knowledge, Skills & Abilities:
Strong verbal and written communication skills, including the ability to interpret complex information and respond appropriately.
- Excellent interpersonal and client-relations skills, with attention to detail to ensure accuracy.
- Highly analytical with strong problem-solving abilities.
- Knowledge of payroll processes and related regulations (if applicable to role).
- Ability to follow and help develop processes and procedures to support operational efficiency.
- Team-oriented with a strong work ethic and positive attitude.
- Strong organizational and time-management skills, with the ability to multitask and prioritize effectively.
- Proficiency in Microsoft Office and general computer applications
Education and Experience:
- Bachelor’s degree in a relevant field preferred.
- High School Diploma or equivalent required.
- Previous experience in administrative management or client services leadership preferred.
Physical Requirements:
The physical demands described here represent those necessary to perform essential functions of this job.
- Work is normally performed in a typical interior/office work environment. The employee frequently is required to remain in a stationary position, often standing or sitting for prolonged periods.
- While performing the duties of this job, the employee is regularly required to communicate, listen and observe. Specifically, the employee must be able to communicate clearly on the telephone with others.
- This position frequently communicates with clients who have inquiries about their services. Must be able to exchange accurate information in these situations.
- Constantly operates a computer and other office productivity machinery, such as calculator, copy machine, and computer printer. This includes repeating motions that involve the wrists, hands and/or fingers.
- Position may require the employee to ascend and/or descend ladders, stairs, ramps, and the like.
- Fast-paced environment with a high volume of work to be completed daily.
- Limited physical effort required or exposure to physical risk. However, must be able to lift 15 pounds at times.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Blue Ridge Risk Partners is an Equal Employment Opportunity and Affirmative Action Employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as individual with a disability, or other applicable legally protected characteristics.
