Asst Mgr Customer Service

Job Summary
The Assistant Manager, Customer Service is responsible for managing a team of Customer Service Representatives the routine, day-to-day responsibilities.

Essential Functions

The essential functions listed represent the major duties of this role, additional duties may be assigned.

DIRECTLY MANAGE TEAM of CUSTOMER SERVICE REPRESENTATIVES

• Serve as SME and primary point of contact for all escalation issues.
• Directly accountable for hiring new employees which includes partnering with Talent Acquisition team, conducting interviews, feedback and approvals. Manages Onboarding plan for new hires, coordinates with Talent Development training plans, check-ins and progress reports.
• Monitor and manage call queues; assess and assign CSR day to day deliverables, make adjustments when necessary to ensure appropriate staffing in queues and that performance guarantees are being met.
• Review call metrics and updates to team and individuals for errors and best practices. Partner with Internal Audit and Auditors in assessing metrics and areas of concern or improvement.
• Coaches employees on performance. Checks in with employees on a regular basis via 1:1 meetingsMakes recommendations to CSR's and to Sr. Management for areas of opportunity. Conducts performance appraisals.
• Reward and recognize team members for successfully performing goals and objectives and fosters a team environment upholding company mission, vision, values.
• Partners with HR on issuing any disciplinary issues and terminations complying with established processes and procedures to ensure compliance and fairness.
• Serve as Time Keeper reviewing time cards. Submits requests for OT to Sr. Manager & Leadership for approval. Reviews and approves or denies PTO request based on needs of business.
• Manage and assist with dedicated email address boxes for clients

CUSTOMER SERVICE AND CLIENT CALLS

• Handle escalated calls from clients, members and providers. Ensure escalation calls are resolved in a timely manner.
• Assist by taking incoming calls as backup during high call volumes and in the absence of team members.
• Escalate calls to other departments when appropriate.
• Make call backs to customers as needed.
• Complete special projects.

Required Work Experience

• 2+ years related work experience. Experience Details: in the health insurance industry
• 1+ years direct supervisory/management experience

Required Education

• Related Bachelor's degree or additional related equivalent work experience

Preferred Education

• Bachelor's degree or equivalent experience

Preferred Qualifications

• Excellent verbal and written communication skills are required.
• Qualified candidates will have a pleasant and professional phone voice.
• Ability to communicate to a variety of audiences to ensure a clear and concise message.
• Must possess good, basic computer skills. • Able to demonstrate proficiency in Microsoft Office and iiiPUT

General Physical Demands

• Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive and equitable culture for our employees and communities.