BIA - CT Customer Service Manager

Connecticut Agency Customer Service Manager - Bearingstar Insurance | A Member of the Arbella Insurance Group

Bearingstar Insurance is a leading property and casualty provider in MA and CT, writing over $100M in premium with a strong Personal Lines focus. We offer competitive salaries, bonuses, excellent benefits, and strong development programs — all within a dynamic culture that blends independent agency feel with the resources of a large parent company.

We are currently looking for a motivated and self-driven individual to join our team as a Customer Service Manager in Connecticut. 

Primary Function

The Customer Service Manager provides strategic and frontline leadership to Bearingstar's CT Customer Service Department, including direct management of our Agency Team Managers overseeing 35+ Customer Service Professionals across 5 CT locations. This role requires close collaboration with the Director of Customer Service, MA service managers, sales teams, and functional managers to develop and maintain an Agency-wide playbook that drives consistency and supports profitable growth.

Key Responsibilities

• Manage CT Office Managers and provide leadership across all CT service functions
• Develop and implement "Best in Class" processes to deliver consistent, exceptional customer service
• Analyze department performance; establish and monitor critical metrics such as client retention, loss ratio, premium growth and other key performance standards
• Act as the face of Customer Service when partnering with internal and external customers to ensure continuous improvement of the customer experience
• Partner with senior management to create and execute tactical business plans aligned with company strategy
• Lead regular team meetings to reinforce Bearingstar's value proposition and drive performance improvement
• Train Team Managers on Renewal Reviews and identifying sales opportunities
• Champion learning and development initiatives for both Team Managers and frontline employees, identifying skill gaps, supporting ongoing training, and fostering a culture of continuous growth

Qualifications

Candidates must be motivated, goal-oriented self-starters with strong interpersonal and communication skills and the ability to lead in a team environment. 3–5 years of progressive Customer Service leadership experience required; Personal Lines insurance experience a plus.

If our core values — Employees, Customers, Trust, Diversity & Inclusion, Performance, and Citizenship — align with yours, we'd love to connect.

Our current reasonable and good faith estimate of the annual salary range for this position is approximately $110,000 - $140,000 based on a variety of factors including, but not limited to, relevant skills and experience.

Our work schedule is 37.5 hours per week. In addition, you are eligible for a management bonus program, exceptional benefit and wellness programs, career development, and much more.

Please note: The advertised pay range is not a guarantee or promise of a specific wage.