Manager, Customer Care

Zenith American Solutions • Alameda, CA

9d • $75,000 - $95,000

About The Position

The Manager, Customer Care provides direction, leadership and oversight to Customer Care team(s) in accordance with Company guidelines, regulatory requirements, and client needs. "Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role."

Requirements

• High School diploma or GED.
• Five years of experience working in a customer service with two years in a supervisory role.
• Understanding of call metrics and analysis, staffing models, and workforce management.
• Exceptional team player with the confidence and integrity to earn client and internal team confidence quickly.
• Strong decision-making and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple priorities.
• Exceptional analytical and problem resolution skills; ability to exercise independent, sound judgment.
• Ability to effectively manage staff remotely.
• Ability and willingness to travel as necessary.
• Computer proficiency including Microsoft Office applications and tools.

Nice To Haves

• Associates degree in a business-related field.
• Experience in a third-party administrator or health and welfare industry.
• Bi-lingual.

Responsibilities

• Provides daily leadership and supervision to Customer Care team(s) consistent with management values and mission.
• Develops staff through performance management, goal setting, training, and effective employee relations.
• Optimizes workflows/processes, tools, staff allocation, and technology to ensure efficient and cost-effective day to day operations.
• Remediates escalated issues, reviews plan changes, and attends to other client needs.
• Participates in new business presentations and client meetings as requested, attends benefit fairs, and assists in the implementation of new clients.
• Resolves escalated customer/client issues.
• Coordinates successful implementation of new clients.
• Maintains current knowledge of assigned Plan(s) and effectively applies knowledge.
• Performs other duties as assigned.

Benefits

• health, vision, and dental coverage
• a retirement savings 401(k) plan with company match
• paid time off (PTO)
• great opportunities for growth

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 251-500 employees