Jefferson Avenue Insurance | Conshohocken, PA
Make a Difference by Making Life a Little Easier
At Jefferson Avenue Insurance, we believe insurance is about more than policies—it’s about people. We are a service-driven organization rooted in empathy, relationships, and helping others navigate important moments in their lives with confidence and ease. Our team takes pride in delivering personalized, consultative service that truly makes a difference, and we are honored to be a Great Place to Work Award and INC 5000 winner.
The Service Manager is responsible for overseeing all aspects of service operations for Jefferson Avenue Insurance, ensuring exceptional customer experience, operational efficiency, and strategic management of the existing book of business. This role combines leadership, quality control, process optimization, and proactive client strategy to support agency growth and retention.
As the Service Manager, you will:
- Pull and analyze reports to verify that current workloads are accurate, up to date, and aligned with service priorities
- Review calls to ensure a strong customer-focused approach, consistent messaging, and adherence to agency standards
- Perform spot checks on policy rewrites to confirm accuracy, coverage integrity, and proper documentation
- Lead strategic reshopping efforts of the current book of business based on:
- Low or declining commissions
- Carrier adverse underwriting or pricing decisions
- Carrier changes that may negatively impact the agency or the customer
- Proactively identify and initiate customer outreach for new business opportunities or policy re-shops, particularly for long-tenured clients with carrier longevity
- Partner with producers and carriers to ensure optimal placement and retention outcomes
- Serve as an escalation point for complex service issues, customer concerns, and carrier challenges
- Evaluate existing service processes to identify opportunities for efficiency gains and workflow improvements
- Monitor service performance metrics and recommend operational adjustments as needed
- Proactively assess and monitor staffing needs as the service book of business grows
Qualifications
- Extensive experience in insurance service operations, account management, or agency operations
- Demonstrated leadership experience with the ability to manage workloads, coach team members, and handle escalations
- Proven ability to balance customer advocacy with agency profitability and carrier strategy
Why Join Jefferson Avenue Insurance?
We offer more than a job—we offer a supportive, people-first workplace where you can grow and feel fulfilled.
- A team culture focused on wellness, growth, and balance
- Comprehensive compensation and benefits package
- A mission-driven company that values service and community impact
