Company Farm Family Farm Family specializes in farm and ranch protection with a wide range of products including flexible farm packages, business owner policies, commercial package, workers compensation, commercial auto and select personal auto coverage. Farm Family is a leader in serving the Northeast and Mid-Atlantic markets and is pursuing growth across the U.S. The Farm Family entities are wholly-owned subsidiaries of Clearbrook Group Holdings Inc. Job Description PURPOSE OF THE JOB: Customer Service Leadership is responsible for the daily operations in the Client Service Center; staffing, sets performance goals, objectives, processes, etc. ESSENTIAL FUNCTIONS: Manages and trains call center operations staff, ensuring that interaction with customers is efficient and prompt. Forecasts telephone traffic in order to make necessary staffing adjustments. Recommends new technology or modifications to enhance call center’s processes and systems. Prepares reports on call center trends for senior leadership. Implements procedures and provides guidance to ensure customer inquiries and complaints are handled and processed in accordance with organization’s objectives. Develops, maintains and implements operating systems and procedures for the department. QUALIFICATIONS: Bachelor’s degree in a related field. 4 years of experience in customer service or call center environment (3 of which must be in insurance industry or directly related to subject matter). 2 years of experience must have been in a leadership or mentoring capacity. Appropriate license required. Applicable insurance designations or completion of courses. PREFERENCES: (Optional) Include any preferred attributes for the position which are not absolutely required in the minimum qualifications (i.e. advanced degree, certifications/designations, multilingual, etc.). JOB FAMILY: Supervisor, Customer Service Manager, Customer Service Associate Director, Customer Service Director, Customer Service Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Salary range is $69,000 - $90,000 PLEASE NOTE: Applicants must be legally authorized to work in the United States. At this time, we are not able to sponsor or assume sponsorship of employment visas. If you have a disability under the Americans with Disabilities Act or similar state or local law and you wish to discuss potential reasonable accommodations related to applying for employment with us, please contact our Benefits Department at 210-321-8400. Notice to Recruitment Agencies: Resumes submitted for this or any other position without prior authorization from Human Resources will be considered unsolicited. BWS and / or its affiliates will not be responsible for any fees associated with unsolicited submissions. We are an Equal Opportunity Employer. We do not discriminate on the basis of age, ancestry, color, gender, gender expression, gender identity, genetic information, marital status, national origin or citizenship (including language use restrictions), denial of family and medical care leave, disability (mental and physical) , including HIV and AIDS, medical condition (including cancer and genetic characteristics), race, religious creed (including religious dress and grooming practices), sex (including pregnancy, child birth, breastfeeding, and medical conditions related to pregnancy, child birth or breastfeeding), sexual orientation, military or veteran status, or other status protected by laws or regulations in the locations where we operate. We do not tolerate discrimination or harassment based on any of these characteristics. The collection of your personal information is subject to our HR Privacy Notice Benefits and Compensation We offer a competitive compensation package, performance-based incentives, and a comprehensive benefits program—including health, dental, vision, 401(k) with company match, paid time off, and professional development opportunities.