Stillwater Insurance Group

Role Description Join a collaborative, service-focused team where analytical rigor, sound judgment, and professionalism are valued. As the Customer Service Manager, you will lead and develop a high-performing team while ensuring operational efficiency and exceptional customer experiences. This role is ideal for a hands-on leader who thrives in a fast-paced environment and is passionate about building strong teams, improving processes, and delivering measurable results. This is a remote position in the US; however, candidates located near one of our office locations have the option to work on-site. Key Responsibilities - Lead, supervise, and develop customer service staff to drive performance and engagement - Conduct performance evaluations and provide ongoing coaching and mentorship - Identify training needs and deliver development programs to enhance team capabilities - Provide regular feedback and guidance to support employee growth and accountability - Prepare and present weekly and monthly reports on departmental performance and key metrics to senior leadership - Coordinate recruiting efforts and support hiring initiatives for the department - Complete annual performance reviews and manage employee development plans - Approve weekly timecards and ensure accurate workforce management - Resolve customer complaints, concerns, and inquiries in a timely and professional manner - Ensure consistent delivery of high-quality customer service experiences - Perform additional duties as assigned to support departmental and organizational goals Qualifications - 4-6 years of proven leadership skills with sound judgment and decision-making ability - Bachelor’s degree or equivalent combination of education and relevant experience (4–6 years) - Active property and casualty or producer license required - Strong ability to interpret policies, procedures, and operational guidelines - Effective written and verbal communication skills with the ability to present to groups - Solid mathematical and analytical skills, including interpreting data and reporting metrics - Demonstrated problem-solving ability in complex or variable situations - Proficiency in customer service systems, reporting tools, and standard office software - Strong organizational, analytical, and project management skills - Ability to manage multiple priorities and meet deadlines in a fast-paced environment - High attention to detail and commitment to excellence Benefits - A collaborative, team-oriented work environment - Opportunities to lead and influence operational improvements - Professional growth and development opportunities - A culture that values accountability, innovation, and customer satisfaction - The ability to make a meaningful impact on both team performance and customer experience Company Description Stillwater Insurance Group is a mid-sized national insurance provider offering home, auto, and commercial insurance products across all 50 states. Headquartered in Jacksonville, Florida, with offices in New York and Omaha, we are known for our supportive culture, strong values, and people-first approach. Our employees describe Stillwater as a workplace with accessible leadership, strong integrity, and a genuine commitment to teamwork and professional growth. We emphasize collaboration, accountability, and internal development within a high-performing environment.

Title: Customer Service Representative Location: Remote, US Job Description Customer Service Representative Join a collaborative, service-focused team where professionalism, responsiveness, and attention to detail are valued. At Stillwater Insurance Group, our Customer Service Representatives play a critical role in building lasting relationships with policyholders, agents, and business partners by delivering accurate, timely, and solution-oriented service. Why Stillwater? Stillwater Insurance Group is a mid-sized national insurance provider offering home, auto, and commercial insurance products across all 50 states. Headquartered in Jacksonville, Florida, with offices in New York and Omaha, we are known for our supportive culture, strong values, and people-first approach. Our employees consistently describe Stillwater as a place with accessible leadership, collaborative teams, and a genuine commitment to integrity. We emphasize teamwork, professional development, and internal growth within a positive, high-performing environment. Position Overview The Customer Service Representative serves as a key point of contact for policyholders, agents, and internal partners. This role is responsible for handling service-related inquiries, processing policy updates, providing coverage information, and resolving customer concerns accurately and efficiently. This position is remote from your home. Every interaction reflects our department motto: “100% Right…100% of the Time…Doing the Very Best for our Customers.” Success in this role requires strong communication skills, attention to detail, sound judgment, and the ability to manage multiple priorities in a fast-paced environment. Key Responsibilities • Respond to service requests across multiple communication channels while meeting established service level objectives • Provide policy and coverage information, including account status, transaction history, and explanations of coverage • Assist agents and policyholders with policy issuance, continuation, and updates • Process policy changes accurately and efficiently • Resolve customer complaints, concerns, and inquiries in a timely and professional manner • Build trust-based relationships by listening to customer needs and educating them on appropriate products and services • Collaborate with internal departments to ensure effective resolution of customer needs • Perform administrative and basic clerical/accounting functions as required • Adhere to company guidelines, procedures, and regulatory compliance standards • Perform other duties as assigned Qualifications Required • High school diploma or GED • Active Personal Lines Property & Casualty Agent License (2-20 FL) • Ability to maintain licensure in required states based on business needs • Strong verbal and written communication skills • Proficiency in database systems, internet applications, and Microsoft Office • Strong organizational skills and ability to manage multiple priorities • High level of accuracy and attention to detail • Ability to work independently and collaboratively • If remote, ability to maintain stable internet service and a quiet work environment Preferred • Prior insurance agency or carrier experience in a customer service role • Bilingual (Spanish/English) Schedule & Additional Details • Working hours: 11:00 a.m. – 8:00 p.m. (ET) after training • Generous additional compensation available for optional Saturday shifts What You Can Expect • A supportive, team-oriented culture • Opportunities for continued learning and career growth • Recognition for service excellence and performance • A workplace built on trust, integrity, and respect Apply today to grow your career with Stillwater Insurance Group. Employment offers are contingent upon successful completion of a background investigation and pre-employment drug screening. Stillwater Insurance Group is a drug-free workplace and an equal opportunity employer.

Role Description Join a collaborative, service-focused team where professionalism, responsiveness, and attention to detail are valued. The Customer Service Representative serves as a key point of contact for policyholders, agents, and internal partners. This role is responsible for handling service-related inquiries, processing policy updates, providing coverage information, and resolving customer concerns accurately and efficiently. This position is remote from your home. Every interaction reflects our department motto: “100% Right…100% of the Time…Doing the Very Best for our Customers.” Success in this role requires strong communication skills, attention to detail, sound judgment, and the ability to manage multiple priorities in a fast-paced environment. Key Responsibilities - Respond to service requests across multiple communication channels while meeting established service level objectives - Provide policy and coverage information, including account status, transaction history, and explanations of coverage - Assist agents and policyholders with policy issuance, continuation, and updates - Process policy changes accurately and efficiently - Resolve customer complaints, concerns, and inquiries in a timely and professional manner - Build trust-based relationships by listening to customer needs and educating them on appropriate products and services - Collaborate with internal departments to ensure effective resolution of customer needs - Perform administrative and basic clerical/accounting functions as required - Adhere to company guidelines, procedures, and regulatory compliance standards - Perform other duties as assigned Qualifications - High school diploma or GED - Active Personal Lines Property & Casualty Agent License (2-20 FL) - Ability to maintain licensure in required states based on business needs - Strong verbal and written communication skills - Proficiency in database systems, internet applications, and Microsoft Office - Strong organizational skills and ability to manage multiple priorities - High level of accuracy and attention to detail - Ability to work independently and collaboratively - If remote, ability to maintain stable internet service and a quiet work environment Preferred Qualifications - Prior insurance agency or carrier experience in a customer service role - Bilingual (Spanish/English) Schedule & Additional Details - Working hours: 11:00 a.m. – 8:00 p.m. (ET) after training - Generous additional compensation available for optional Saturday shifts What You Can Expect - A supportive, team-oriented culture - Opportunities for continued learning and career growth - Recognition for service excellence and performance - A workplace built on trust, integrity, and respect