Client Services Supervisor INSIGHT E-Forms-Req ID 1012

$80,000 - $123,000/Yr

Cocc - Southington, CT

Full-time - Mid Level

Southington, CT

Telecommunications

About the position

The Client Services Supervisor for the Insight e-Forms Team at COCC is responsible for providing exceptional service to client institutions by supporting a team that handles complex requests related to e-forms. This role involves project coordination, managing client communications, and ensuring the team meets service level agreements while delivering high-quality support.

Responsibilities

• Provide necessary assistance with service support for complex requests including changes, additions, and special customizations to e-forms.
• Coordinate long-term client projects related to the product.
• Oversee, manage, and track multiple large projects simultaneously.
• Understand e-form layout specifications and perform testing to ensure functionality for clients when necessary.
• Ensure the team communicates with clients to keep them updated on project timelines and programming hours worked.
• Run client meetings and team meetings, overseeing the team's progress with managing daily cases and large projects within SLAs.
• Work with programming to convey customer requests and ensure the team documents resolutions for internal knowledge sharing.
• Escalate cases and issues as necessary.

Requirements

• Bachelor's degree in Management Information Systems, IT, or Business preferred, or equivalent work experience and/or relevant certifications.
• Five years of industry experience with exposure to front-line customer support and project management techniques.
• Strong leadership skills and excellent customer service skills, with the ability to maintain composure when dealing with dissatisfied customers.
• Self-starter with the ability to interact effectively with all levels of staff, management, and team members, both verbally and in writing.
• Advanced communication skills, including the ability to write end-user communication and documentation, and make presentations.
• Skilled in solving problems and resolving conflicts, with the ability to analyze information and formulate conclusions and recommendations.

Benefits

• Wellness program
• Tuition reimbursement
• Paid time off