Manager, Customer Service

BlueCross BlueShield of South Carolina•Columbia, SC

17h•Onsite

About The Position

This position is accountable for managing one or more teams responsible for customer service. It involves managing the day-to-day operations and workload issues for staff. The role is full-time (40-hours/week) Monday-Friday, working an 8-hour shift scheduled during normal business hours of 8:00 AM-5:00 PM in a typical office environment. Occasional overtime may be necessary, and travel between buildings may be required. The role is located at 17 Technology Circle Columbia, SC 29203.

Requirements

Bachelor's Degree (Equivalency: 4 years job related work experience or Associate's and 2 years job related work experience, except for Celerian Group where Bachelor's degree is required).
2 years of health related or customer service work experience.
1 year of supervisory experience OR 1 year of equivalent military experience in grade E4 or above.
Excellent communication, decision making, analytical, and problem-solving skills.
Excellent interpersonal, time management, and leadership skills.
Superior customer service orientation.
Microsoft Office.

Responsibilities

Organizes and manages customer service staff and/or customer service teams for a line of business or department.
Assigns work to associates within the team(s).
Assists staff by providing guidance and assistance with questions and problems encountered.
Handles escalated or sensitive customer matters.
Manages performance to ensure that individual productivity, quality and timeliness standards are met.
Monitors individual and team performance to ensure all customer requirements are met or exceeded.
Monitors and analyzes reports/statistics, processes, and resources to provide maximum efficiency and effectiveness for all functions.
Ensures appropriate training for all associates to ensure that the most current guidelines are always being followed.
Conducts coaching sessions to ensure development of staff within team.
Conducts team meetings and communications to ensure consistency.
Encourages, facilitates, and initiates process improvements.
Ensures that the department is in compliance with all company and government regulations.
Monitors expenses and prepares annual budget for team.