Key skills
CommunicationCollaboration
About this role
Role Overview
- 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