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Manages and provides technical directions to both direct and indirect reporting staff who provide customer service to a variety of clients.
What You'll Do As a Customer Service Manager, you will:
Provides oversight to unit supervisors in the evaluation of workload/peak call time levels and fluctuations, the identification of trends that need to be addressed or corrected, and the development, implementation, and communication of new or revised procedures to increase productivity and/or workflow. Provides technical and management expertise in handling sensitive or unusual customer service issues or complaints. Administers human resource-related activities including timely performance and salary reviews and ensures all team members adhere to human resources policies and practices. Help select, develop, motivate, and recognize team members.
Additionally, you will:
Provide management with a variety of reports that identify call volume patterns and trends and forecast future needs. Determines proposes and implements effective resolution of call or contact center issues. Maintains industry knowledge of call or contact center technologies and practices to enhance Sentry's processes. Maintains knowledge of and ensures that all relevant state regulations are followed. Collaborates with internal departments, customer service managers, information technology or state insurance departments to ensure improvements and resolution of problems. Participate as a member of the internal ad hoc call or contact center team.
What it Takes
Bachelor's degree or equivalent work experience Minimum 5 years of related work experience Proficient knowledge of insurance processes, procedures, and systems Well-developed management skills, communication skills, and human relation skills Previous successful management experience, preferably in a call center or insurance
For positions filled in Freeport, Illinois this position will pay a salary of $84,400-$123,600. What You'll Receive At Sentry, your total rewards go beyond competitive compensation. Below are some benefits and perks that you'll receive.
Sentry is happy to offer flexibility through a scheduled Hybrid work model. Monday and Friday work from home if you choose to, Tuesday through Thursday you'll work in office. As a Sentry associate, you will have an in-office workspace and materials for your home office. In addition to the laptop, you will receive prior to your start, Sentry will provide equipment for your home office. Meal Subsidy available for associates who report to an office. 401(K) plan with a dollar-for-dollar match on your first eight percent, plus immediate vesting to help strengthen your financial future. Continue your education and career development through Sentry University (SentryU) and utilize our Tuition Reimbursement program Generous Paid-Time Off plan for you to enjoy time out of the office as well as Volunteer-Time off Group Medical, Dental, Vision, Life insurance, Parental leave, and our Health and Wellness benefits to encourage a healthy lifestyle. Well-being and Employee Assistance programs Sentry Foundation gift matching program to encourage charitable giving.
About Sentry We take great pride in making Forbes' list of America's Best Midsize Employers. A lot of different factors go into that honor, many of which contribute to your job satisfaction. Our bright future is built on a long-track record of success. We got our start in 1904 and have been helping businesses succeed and protect their futures ever since. Because of the trust placed in us, we're one of the largest and financially strongest mutual insurance companies in the United States. We're rated A+ by A.M. Best, the industry's leading rating authority. Our headquarters is in Stevens Point, Wisconsin, with offices located throughout the United States. From sales to claims, and information technology to marketing, we enjoy a rewarding and challenging work environment with opportunities for ongoing professional development and growth. Get ready to own your future at Sentry. Opportunities await! Erin Haddaway Erin.Haddaway@sentry.com Equal Employment Opportunity Sentry is an Equal Opportunity Employer. It is our policy that there be no discrimination in employment based on race, color, national origin, religion, sex, disability, age, marital status, or sexual orientation. Equal Employment Opportunity Sentry is an Equal Opportunity Employer. It is our policy that there be no discrimination in employment based on race, color, national origin, religion, sex, disability, age, marital status, or sexual orientation.
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Sentry Insurance
life insurance, parental leave, tuition reimbursement, 401(k), remote work
Mar 11, 2026