Customer Service Manager

ParetoHealth•Salt Lake, UT

7d•Hybrid

About The Position

We’re in this for the greater good at ParetoHealth. Our mission is collective greatness, nothing less will do. Our team is a single force united in the drive to transform employee health benefits. The company was founded in 2011 to help small and medium-sized businesses fight the rising cost of employee health benefits. We blazed the trail with financing innovations that reduce the risks in self-insurance and deliver significant savings—and we continue to lead with a growing ecosystem of partners and world-class cost control solutions. But success is measured by more than dollars alone and we measure ours by the good that comes from knowing that every client and all their employees can count on effective, affordable healthcare for years to come. Please note that ParetoHealth does not provide employment visa sponsorship for this position. Candidates must be authorized to work in the United States without sponsorship both now or in the future. Position Summary: The Customer Service Manager will provide advanced customer support, serve as a go-to resource for the customer service team, and assist with day-to-day operations. This role combines hands-on customer service responsibilities with people management, mentoring and training of team members, ensuring consistent and efficient service delivery. The Lead will focus on supporting escalated inquiries, coordinating complex tasks, and contributing to the overall success of the customer service team.

Requirements

3+ years of customer service experience, preferably in a leadership or advanced role within insurance, healthcare, or a related field.
Strong problem-solving skills with the ability to handle complex customer inquiries and escalations.
Effective communication skills, both verbal and written, with the ability to provide guidance and clarity.
Strong organizational and multitasking abilities.
Experience working in a team environment with a focus on collaboration.
Ability to provide basic training and mentoring to new team members.
Familiarity with CRM tools such as Salesforce, along with proficiency in MS Word, Excel, and PowerPoint.

Nice To Haves

Bachelor’s degree preferred, or equivalent professional experience.

Responsibilities

Acting as a player coach the lead will act as the primary contact for complex customer inquiries and escalations, ensuring prompt and effective resolution as well as management of customer service representatives ensuring adherence to expectations, training and knowledge.
Support the team in delivering timely and accurate responses to customer requests.
Assist with onboarding and training of new team members to familiarize them with processes and tools.
Provide guidance to the team on handling challenging inquiries or troubleshooting issues.
Collaborate with account management and other departments to address customer needs and resolve cross-functional issues.
Oversee the maintenance of accurate records and reporting on customer inquiries and resolutions.
Monitor and ensure adherence to service standards and quality guidelines.
Identify and recommend process improvements to enhance service efficiency.
Participate in special projects and initiatives as assigned.