Manager, Customer Service

BlueCross BlueShield of South Carolina•Columbia, SC

1d•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 onsite full-time (40-hours/week) Monday-Friday in a typical office environment. You will work an 8-hour shift scheduled during our normal business hours of 8:00AM-5:00PM. It may be necessary, given the business need to work occasional overtime. You may be required to travel between buildings. This role is located at 17 Technology Circle Columbia, SC 29203. BlueCross BlueShield of South Carolina and its subsidiary companies maintain a continuing policy of nondiscrimination in employment and affirmative action programs. The company is the largest insurance company in South Carolina, with an A.M. Best rating of A+ (Superior). They are one of the nation’s leading administrators of government contracts and operate one of the most sophisticated data processing centers in the Southeast. They have a diverse family of subsidiary companies and are dedicated to outstanding customer service. The company values a diverse and inclusive workplace and strives to be an employer where employees across all spectrums have the opportunity to develop their skills, advance their careers and contribute their unique abilities. They are a strong supporter of veterans, offering pay differential coverage for full-time National Guard or Reserves members called to active duty.

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.