Manager, Customer Care
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 develops staff, optimizes daily operations, resolves escalated issues, and supports client implementation and service needs. The role may also involve travel as necessary and prolonged periods of desk and computer work.
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.
- Exceptional teamwork, confidence, and integrity to earn client and internal team confidence quickly.
- Strong decision-making and organizational skills, including the ability to optimize available resources and deliver on multiple priorities.
- Exceptional analytical and problem-resolution skills and 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 ability.
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 implementation of 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.
Benefits
- Health coverage
- Vision coverage
- Dental coverage
- 401(k) retirement savings plan with company match
- Paid time off (PTO)
- Opportunities for growth
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
