Lead Client Service Representative

NFP•Sterling Heights, MI

35d•$52,000 - $92,000

About The Position

The Lead Client Service Representative will work as a critical member of the Client Services Team, leading/supervising the CSR Team and working with the Account Manager team. The Lead CSR will also manage complex client accounts by utilizing excellent, in-depth knowledge of company services. The Lead CSR will ensure that the CSR department provides effective customer support service for all internal and external customers/clients

Requirements

Strong customer orientation
High performance teams and a strong team player
Commitment to company values
Proficiency with Microsoft Office and Outlook
Must have knowledge of secretarial, office administrative procedures, and knowledge of use and operation of standard office equipment, at a level generally acquired through 1+ years related experience
Must have high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact and diplomacy
High School Diploma or GED required
Two to three years of experience in a customer service environment required (benefits/insurance experience preferred)

Responsibilities

Be an active member of the Extended Leadership Team (ELT) including but not limited to: Being present and participating in annual Strategic Planning Offsite Meetings Drafting departmental goals using Goal Implementation Plan templates, PowerPoint, Word, etc.
bSwift knowledge and expertise at a level of being able to assist clients effortlessly.
Assist in training new CSR’s and/or Account Managers to ensure comprehensive learning of bSwift and other relevant CSR-related software, tools, etc.
Working closely with Account Managers in support of clients
Identifying, leading and/or participating in continuous improvement/Kaizen events to improve processes, procedures, etc. within the CSR department
Proficiency with carrier’s various web-based systems
Overall knowledge of the organization and its specific departments and how they work together
Knowledge of Customer Service procedures
Receive and enter group enrollment changes, adds or terminations
Assist in file maintenance for corrections to client files and/or client employee data
Handle irate customers in a professional manner
Other projects/duties may be assigned to meet business needs
Provide administrative support in compliance, enrollment, bswift and billing.
Provide compliance support of various mailing and filings
Maintain internal databases
General clerical assistance
May perform personal executive secretarial services under limited direction
Responsible for reception and telephone duties, including signing for front office packages
Other duties may be assigned to meet business needs