Manager, Customer Service

BlueCross BlueShield of South Carolina•Augusta, GA

11d•Onsite

About The Position

Accountable for managing one or more teams responsible for customer service. Manages the day-to-day operations and workload issues for staff. This position is full-time (40-hours/week) Monday-Friday located on-site at 2743 Perimeter Parkway, Augusta, GA 30909. Responsible for leading one or more customer service teams to ensure the delivery of exceptional customer support. Oversees daily operations, manages workload distribution, coaches and develops team members, and addresses escalated customer issues. Monitors performance metrics, drives operational efficiency, and fosters a customer-focused culture to achieve service and business objectives.

Requirements

Bachelor's Degree
4 years job related work experience or Associate's and 2 years job related work experience (Equivalency not applicable for the Celerian Group. Bachelor's degree 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

Organize and manage customer service staff and/or customer service teams for a line of business or department.
Assigns work to associates within the team(s).
Assist staff by providing guidance and assistance with questions and problems encountered.
Handles escalated or sensitive customer matters.
Manage performance to ensure that individual productivity, quality and timeliness standards are met.
Monitor individual and team performance to ensure all customer requirements are met or exceeded.
Monitor and analyzes reports/statistics, processes, and resources to provide maximum efficiency and effectiveness for all functions.
Ensure appropriate training for all associates to ensure that the most current guidelines are always being followed.
Conduct coaching sessions to ensure development of staff within team.
Conduct team meetings and communications to ensure consistency.
Encourage, facilitate, and initiate process improvements.
Ensure that the department is in compliance with all company and government regulations.
Monitor expenses and prepare annual budget for team.