Customer Service Manager - Processing Center

About the position

We are looking for an exceptional leader to fill the role of Customer Service Manager in the Processing Center. This position leads and supports a unit of Retirement Specialists who are the primary customer service link for our active, retired, and inactive members and participants of the eight retirement systems, 15 retirement plans, and the Deferred Compensation Program administered by DRS.

Responsibilities

• Managing and overseeing the day-to-day functions of the unit, establishing clear goals and expectations for team member work performance and behavior, ensuring adequate staffing and coverage.
• Collaborating with other unit managers in the development and implementation of customer service policies and procedures.
• Ensuring team members know and understand processes, procedures and expectations for delivering exceptional customer service.
• Assisting with and coaching team members in responding to complex, sensitive or escalated customer service situations.
• Working with team members to create career development plans and providing coaching and support in working toward goals.
• Observing team members regularly as part of assessing performance, encouraging professional growth, recognizing successes, and ensuring excellent service.
• Reviewing and analyzing team productivity data and reports including productivity statistics and customer call recordings.
• Conducting performance evaluations in accordance with established rules and agency policy.
• Managing and resolving complex, sensitive and/or escalated customer service issues.
• Consulting with leadership on issues and recommending changes to enhance service delivery.
• Participating in agency projects, including legislation implementation, acting as content or business process expert in relation to more complex or sensitive retirement-related issues.

Requirements

• Proven ability and experience in supervising and overseeing team member performance, including setting goals and expectations, reviewing productivity and performance, providing feedback to team members, and identifying and providing needed training and support.
• Demonstrating supportive and engaged leadership behaviors in a professional environment (e.g., coaching, mentoring, recognizing, motivating, demonstrating accountability, etc.).
• Successfully responding to and resolving complex, sensitive, and/or customer service situations.
• Demonstrated proficiency with Microsoft Office, Word and Excel (version 2016 or newer).
• Demonstrated ability to utilize multiple computer applications simultaneously.

Nice-to-haves

• Customer Focus: Dedicated to meeting the expectations and requirements of customers. Delivers high quality services and products. Establishes and maintains effective customer relationships.
• Leading Others: Provides for and fosters a work environment that emphasizes the coaching, development, motivation, recognition and accountability of others.
• Communication: Effectively conveys information in writing and through the spoken word, using language that is appropriate to both the complexity of the topic and the knowledge and understanding of the audience.
• Coaching and Mentoring: Counsels and guides employees to use their talents and achieve their best.
• Problem Solving: Analyzes problem to identify the root cause(s) and develops timely, effective solutions.
• Accountability: Understands the link between job responsibilities and organizational goals.

Benefits

• Membership in the Public Employees Retirement System
• Health, dental and vision coverage
• Participation in the Deferred Compensation Program
• Flexible work schedules
• Infants at Work Program
• Tuition reimbursement
• Opportunities for professional growth
• Access to LinkedIn Learning
• Commitment to team member safety and wellness
• Community involvement and charitable giving opportunities
• Commute Trip Reduction Program
• Free Parking & EV Chargers available