Customer Service Manager

The Customer Service Manager reports to the Director of Client Management and is based in our corporate office. The Customer Service Manager will oversee the customer service employee team with a total of four Customer Service Representatives and is responsible for the day-to-day call center operations for the organization.

Bachelor’s degree and minimum 3+ years of customer service experience in a business to business, insurance, benefits, financial or other related role OR in lieu of degree, minimum 5+ years of customer service experience in a business to business, insurance, benefits, financial, or other related role is required.

• Prior supervisory experience preferred
• Proficiency with Microsoft Office
• Proficient with SalesForce, Wex, or other related CRM/Benefits systems
• Familiarity with HRCTS’s plan offerings and IRS/Federal regulations

• Hires and manages training of new staff as well as trains new employees on plan offerings and procedures.
• Organizes and oversees the schedules and work of assigned staff.
• Manage the Customer Service and Returned Mail queues to ensure efficient and effective operations aligned with customer and internal department SLAs.
• Handle escalated calls as needed and work various tasks as needed to fill in the gaps and ensure tasks are completed.
• Manager employee performance evaluations and ensure feedback is timely and constructive.
• Handles discipline and termination of employees in partnership with HR and in accordance with company policy.
• Update policies and procedures related to scheduling, training, and all tasks for the dept.
• Work with other managers on priority cases and improvements for the dept/company.
• Participate in manager and departmental meetings
• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
• Monitors or reviews calls, missed calls, transfers, and missed live chats between representatives and customers.
• Ensures that representatives are informed about changes to company plans and services.
• Manages departmental performance, identifying and facilitating opportunities to increase productivity and efficiency.
• Manages daily departmental tasks such as assisting staff with questions or issues, sending out daily schedule, track abandoned calls, timesheets and PTO, monitoring of queues, adjusting the phone queue, and e-mailing the error report to Managers
• Interacts with customers via telephone, email, online chat, or in person to provide support and information on plans or services
• Builds strong relationships with customers and staff
• Manages conflict and resolution of complaints within the department
• Manages and documents Customer Service team meetings
• Uses knowledge of specific plans and services to answer inquiries from customers, staff and other Managers
• Communicates with other Managers regarding issues, questions or concerns
• Complies with all confidentiality and other Federal regulations

Benefits:

• Medical
• Dental
• Vision
• 401k Retirement Plan
• 100% Company Paid Short Term Disability
• 100% Company Paid Long Term Disability
• 100% Company Paid Life Insurance
• Vacation time
• Holiday Pay
• Plus a casual, family-oriented work environment!

**All candidates being considered for employment must pass a pre-employment drug screen and background check.**

HRCTS provides equal employment and advancement opportunities to all qualified candidates without regard to race, color, religion, sex, sexual orientation, age, physical or mental disability, genetic information, veteran status, or any other protected class'