About Us: The Cambridge Insurance Agency, Inc. is a trusted provider of insurance solutions, dedicated to offering exceptional service and support to clients. We are seeking an experienced Insurance Customer Service Supervisor to lead our customer service team, ensuring efficiency, compliance, and outstanding client interactions. Position Overview: The Insurance Customer Service Supervisor will oversee the daily operations of the customer service team, ensuring high-quality client support and adherence to industry regulations. This role requires strong leadership skills, in-depth insurance knowledge, and a commitment to improving customer satisfaction. The ideal candidate will have a valid 4-40, 2-20, or equivalent insurance license, a minimum of three (3) years of experience, and the ability to manage a team effectively. Responsibilities: Key Responsibilities: • Supervise & Support the Team – Lead, mentor, and develop a team of customer service representatives, ensuring top-tier client service. • Handle Escalations – Resolve complex customer inquiries and complaints in a professional and timely manner. • Ensure Compliance – Maintain adherence to state and federal insurance regulations and company policies. • Process Policy Transactions – Oversee endorsements, renewals, and cancellations while ensuring accuracy and efficiency. • Improve Customer Satisfaction – Monitor client interactions and implement strategies to enhance service quality. • Training & Development – Provide ongoing training to team members on insurance products, best practices, and customer service techniques. • Monitor Performance – Track key performance metrics, conduct performance evaluations, and recommend improvements. • Hybrid Work Model – Work a combination of remote and in-office shifts as per company policy. Qualifications: • Active Insurance License – 4-40, 2-20, or equivalent (Required). • Experience – Minimum 3 years in insurance customer service, with at least 1 year in a supervisory role. • Industry Knowledge – Strong understanding of personal and/or commercial insurance products and underwriting guidelines. • Tech-Savvy – Proficiency in insurance management systems, CRM software, and Microsoft Office. • Strong Leadership Skills – Ability to coach, develop, and motivate a high-performing team. • Problem-Solving Abilities – Quick thinking and effective resolution of customer concerns. • Excellent Communication Skills – Clear verbal and written communication for both customers and internal teams. Compensation: $58,500

• Key Responsibilities: • Supervise & Support the Team – Lead, mentor, and develop a team of customer service representatives, ensuring top-tier client service. • Handle Escalations – Resolve complex customer inquiries and complaints in a professional and timely manner. • Ensure Compliance – Maintain adherence to state and federal insurance regulations and company policies. • Process Policy Transactions – Oversee endorsements, renewals, and cancellations while ensuring accuracy and efficiency. • Improve Customer Satisfaction – Monitor client interactions and implement strategies to enhance service quality. • Training & Development – Provide ongoing training to team members on insurance products, best practices, and customer service techniques. • Monitor Performance – Track key performance metrics, conduct performance evaluations, and recommend improvements. • Hybrid Work Model – Work a combination of remote and in-office shifts as per company policy.