Manager, Customer Care

Zenith American Solutions•Minneapolis, MN

About The Position

The Manager, Customer Care provides direction, leadership, and oversight to Customer Care teams in accordance with company guidelines, regulatory requirements, and client needs. The role has the minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) required by the job description and role. The manager leads and supervises team operations, develops staff, optimizes workflows and resources, resolves escalated issues, and supports client needs and new-client implementations. The position may also participate in business presentations, client meetings, and benefit fairs, and requires travel as necessary. Additional duties may be assigned, and responsibilities may change with or without notice. The role involves prolonged periods of sitting at a desk and working on a computer, and may require lifting up to 15 pounds. Zenith American Solutions states that it provides reasonable accommodation to qualified applicants and employees with disabilities unless doing so would cause undue hardship.

Requirements

High school diploma or GED.
Five years of experience working in customer service, including two years in a supervisory role.
Understanding of call metrics and analysis, staffing models, and workforce management.
Strong teamwork, confidence, and integrity to earn client and internal team confidence.
Strong decision-making and organizational skills, with the ability to optimize available resources and manage multiple priorities.
Analytical and problem-resolution skills, including the 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

Associate degree in a business-related field.
Experience in a third-party administrator or health and welfare industry.
Bilingual.

Responsibilities

Provide daily leadership and supervision to Customer Care teams consistent with management values and the company mission.
Develop staff through performance management, goal setting, training, and effective employee relations.
Optimize workflows, processes, tools, staff allocation, and technology to support efficient and cost-effective daily operations.
Remediate escalated issues, review plan changes, and attend to other client needs.
Participate in new-business presentations and client meetings as requested.
Attend benefit fairs and assist with implementing new clients.
Resolve escalated customer and client issues.
Coordinate successful implementation of new clients.
Maintain current knowledge of assigned plans and apply that knowledge effectively.
Perform other duties as assigned.