• Lead and provide directions for the scheduling team to optimize work volumes and staffing levels. • Manage and grow a portfolio of Fleet Maintenance clients in a high-volume market. • Responsible for client retention and expansion, ultimately driving a continuous revenue stream. • Acts as a manager-level escalation point for complex customer issues. • Responsible for making decisions and managing accounts to ensure they achieve measurable results. • Evaluate growth opportunities by client needs and market trends, assess business options and make recommendations. • Build and maintain client relationships and ensure exceptional customer experience. • Partner and communicate consistently with Field Operations regarding changes with client accounts. • Cultivate and maintain positive working relationships with clients to ensure a superior client experience.

Introduction At Gallagher, we help clients face risk with confidence because we believe that when businesses are protected, they’re free to grow, lead, and innovate. You’ll be backed by our digital ecosystem: a client-centric suite of consulting tools making it easier for you to meet your clients where they want to be met. Advanced data and analytics providing a comprehensive overview of the risk landscape is at your fingertips. Here, you’re not just improving clients' risk profiles, you’re building trust. You’ll find a culture grounded in teamwork, guided by integrity, and fueled by a shared commitment to do the right thing. We value curiosity, celebrate new ideas, and empower you to take ownership of your career while making a meaningful impact for the businesses we serve. If you’re ready to bring your unique perspective to a place where your work truly matters; think of Gallagher. Overview At Gallagher, Our Novi, Michigan Office is looking for a remote Senior Client Service Manager to join our Commercial team. In this role, you’ll lead efforts to deliver exceptional service and innovative insurance solutions to our clients. You’ll work closely with senior leaders, clients, and colleagues to build strong relationships, solve complex challenges, and ensure every interaction adds value. This is your opportunity to shape strategy, mentor others, and make a lasting impact while advancing your career. You’ll take on a leadership role in driving client success and team performance. From managing complex renewals to identifying growth opportunities, you’ll ensure clients receive tailored solutions that meet their needs. You’ll also play a key role in mentoring team members and fostering a culture of collaboration and excellence. How you'll make an impact - Lead the renewal process and strategy for more complex accounts by overseeing compilation of client information, needs analysis, and helping deliver timely, tailored solutions. - Identify gaps in coverage, review claims, secure existing business, and drive the sale of additional services and lines of coverage. - Build and maintain strong relationships with clients and carrier partners through timely responses and strong customer service, ensuring trust and satisfaction. - Provide strategic guidance to your team in addressing client risk management needs through consultative conversations and innovative strategies. - Mentor team members by delegating tasks, providing transparent feedback, encouraging continuous learning, and fostering professional development. - Conduct regular audits to ensure compliance with regulations and maintain high service standards. - Oversee the accuracy and management of client and policy data using Gallagher’s systems. - Use Gallagher’s technology to enhance productivity, streamline processes, and deliver quality results. - Manage multiple priorities effectively, ensuring all tasks are completed on time and meet client expectations. About You - Bachelor's degree with a minimum of 5+ years of client service and/or claims management experience - OR - - High School degree/GED with a minimum of 10+ years of client service and/or claims management experience - A Property and Casualty Insurance License. - Proficiency in Microsoft Office. - A desire to build relationships and deliver results. - Adaptability and resilience in managing shifting priorities. - A collaborative mindset to work with teams across Gallagher. Desired: - At least 1+ year of supervisory experience Compensation and benefits We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: - Medical/dental/vision plans, which start from day one! - Life and accident insurance - 401(K) and Roth options - Tax-advantaged accounts (HSA, FSA) - Educational expense reimbursement - Paid parental leave Other benefits include: - Digital mental health services (Talkspace) - Flexible work hours (availability varies by office and job function) - Training programs - Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing - Charitable matching gift program - And more... **The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process. We value inclusion and diversity Click Here to review our U.S. Eligibility Requirements Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

Role Description Collaborative and organized Client Care Representative who enjoys problem solving and variety. You are a skilled communicator on all levels coordinating with internal teams and clients to ensure timely and accurate support. - Answer and properly field all inbound calls; return customer calls and emails with urgency - Assist staff with coordinating and scheduling the appropriate resources - Maintain comprehensive notes in CRM regarding customer inquiries and responses - Support the sales team with some client account management activities - Coordinate and complete task lists for small projects - Enter, track, and follow up on customer requests (online, voice mail, etc.) - Maintain the CRM database and customer profiles - Create, edit, and distribute various correspondence, reports, email, and spreadsheets - Maintain and update sales opportunities in the ConnectWise program Benefits - Four weeks of annual accrued PTO - Seven paid national holidays - Medical, dental, vision options - Company-paid life insurance, short and long-term disability - Voluntary benefits such as critical illness and accident - Voluntary Legal Shield and identity theft protection - Discretionary annual 401k match plan - Generous employee referral bonus plan - Employee Assistance Program - Access to over 90,000+ courses in ADP My Learning - StandOut employee engagement tools - Eligible to apply for a Pluralsight license - Eligible to apply for NexusTek Technical Academy or Leadership Academy Company Description

• Lead and manage Client Support Specialists/Representatives setting clear expectations for performance, accountability, and professional development • Own team-level performance across inventory reconciliation, prebill work queue resolution, and documentation workflows, ensuring all functions operate within established KPI standards • Monitor and analyze team performance metrics, identify trends and gaps, and implement corrective action plans to drive continuous improvement • Manage escalations from the team related to non-routine reconciliation issues, workflow barriers, complex account situations, and personnel matters • Identify and escalate recurrent process gaps that contribute to claims appearing on reconciliations to the Director, Client Support, supporting upstream resolution by Revenue Services • Identify and report systemic client system issues and workflow barriers to the Director, Client Support for resolution or cross-functional escalation • Coordinate with Client Delivery leadership to maintain operational alignment on client-impacting items, ensuring the Client Support team’s work product supports downstream delivery needs • Ensure accurate and consistent E360 documentation standards are maintained across the team through Supervisor oversight and periodic audits • Drive process improvement initiatives within the Client Support team, refining workflows, updating standard operating procedures (SOPs), and implementing best practices • Ensure client support processes are documented appropriately and that all relevant parties are trained and informed of process updates • Lead workforce planning efforts including workload distribution, capacity assessment, and staffing recommendations in coordination with the Director, Client Support • Responsible for hiring, onboarding, and training of Client Support team members • Conduct annual goal planning, performance reviews, and ongoing development plans for direct reports • Develop individual contributors through coaching, feedback, and structured development opportunities