Asst Mgr Customer Service
About The Position
The Assistant Manager of Customer Service is responsible for managing a team with routine and day-to-day responsibilities. This role involves directly managing Client Resolution Specialists and/or Customer Service Representatives, serving as a Subject Matter Expert (SME) and primary point of contact for all escalation issues. The Assistant Manager is accountable for hiring new employees, managing the onboarding plan, monitoring and managing call queues, reviewing call metrics, coaching employees on performance, and fostering a positive team environment. They also partner with HR on disciplinary issues and terminations, manage timekeeping, and handle dedicated email boxes for clients. Additionally, the role involves handling escalated calls, assisting with incoming calls during high volumes, escalating calls to other departments when appropriate, and making customer callbacks as needed. Completing special projects is also a part of the responsibilities.
Requirements
- 2+ years related work experience in the health insurance industry
- 1+ years direct supervisory/management experience required
- Related Bachelor’s degree or additional related equivalent work experience
- Excellent verbal and written communication skills are required
- Pleasant and professional phone voice
- Ability to communicate to a variety of audiences to ensure a clear and concise message
- Able to demonstrate proficiency in Microsoft Office
Responsibilities
- Directly manage a team of Client Resolution Specialists and/or 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 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 meetings
- Makes 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
