Customer Service Manager

This role will require a high level of process-orientation, digital organization, and resourcefulness.

Responsibilities:

• Provide exceptional service to clients through phone, chat, and email, ensuring they understand their benefits and assisting them in finding the right provider.
• Monitor and manage the performance of CS associates, ensuring high-quality interactions and meeting key performance metrics.
• Review work regularly and provide strategic coaching to team members, promoting growth and detail-oriented development.
• Ensure timely response to clients according to staffing plans, managing staffing levels appropriately.
• Be a subject matter expert in client-facing issues, maintaining a working knowledge
• Identify trends in team performance and translate these into actionable feedback and recommendations.
• Stay abreast of workflow and policy changes in a rapidly changing work environment, ensuring accurate responses to clients.
• Process customer credit applications accurately and efficiently, maintaining accurate customer credit records.
• Resolve customer inquiries and issues, leveraging your skills in CRM and Call Center Customer Service.
• Champion high-quality client interactions by distilling gaps in complex or escalated client interactions and communicating them clearly to internal stakeholders.
• Minimum of 3 years of experience in a customer service managerial role
• Proficient in CRM software to manage customer interactions (Zendesk)
• Skilled in answering inbound calls in a timely and detail-oriented manner
• Able to handle billing functions accurately and efficiently
• Demonstrated experience in call center customer service
• Proven ability to resolve customer issues effectively
• Experience in dealing with and resolving customer complaints
• Knowledge of QA - Quality Assurance in a call center environment
• Familiarity with call center metrics to monitor and improve performance