Supervises, develops and manages a team of Customer Service Representatives to ensure customer service standards, accreditation and regulatory requirements are met
Serves as a resource for communication and access to services for staff, members, providers, employers, and other organizational customers
Reports and trends customer issues
Reviews, develops, and provides on-going training and educational tools to staff
Assist with site visits, plans, directs and controls activities of the Customer Service staff to meet the operational needs and goals of the department
Manages activities of the Customer Service staff to ensure accurate and timely completion of all customer related inquiries
Pulls data and analyzes reports of production and quality metrics and recommends changes to staffing, policies or processes
Responsible for resolving complaints, considering nature and complexity of complaint, requirements of governmental agencies, and policies
Works directly with customers on escalated issues that require management intervention
Requirements
Education: High School Diploma or Equivalent (GED)
(Required)
Experience: Minimum of 6 years-Relevant experience* (Required), Minimum of 2 years-Managerial/Supervisory (Required)
Skills: Communication, Customer Retentions, Customer Service, HR Policies, Standards And Procedures, Service Request Management Process
Benefits
Healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners
Atmosphere of collaboration, cooperation and collegiality