Asst Mgr Customer Service

Location: 6535 SH 161, Irving, Texas 75063

About the Role

The Assistant Manager of Customer Service is responsible for managing a team with routine and day-to-day responsibilities.

Responsibilities

• Directly manage a team of Client Resolution Specialists and/or Customer Service Representatives:
  • Serve as SME and primary point of contact for all escalation issues.
  • Directly accountable for hiring new employees, including partnering with Talent Acquisition team, conducting interviews, providing feedback, and approvals.
  • Manage onboarding plans for new hires, coordinate with Talent Development training plans, check-ins, and progress reports.
• Monitor and manage call queues; assess and assign day-to-day deliverables, make adjustments to ensure appropriate staffing and performance guarantees are met.
• Review call metrics and provide updates to the team and individuals on errors and best practices. Partner with Internal Audit and Auditors to assess metrics and areas of concern or improvement.
• Coach employees on performance, conduct regular 1:1 meetings, and make recommendations to CSRs and Sr. Management for areas of opportunity. Conduct performance appraisals.
• Reward and recognize team members for successfully performing goals and objectives, fostering a team environment that upholds company mission, vision, and values.
• Partner with HR on issuing disciplinary actions and terminations, complying with established processes and procedures to ensure fairness and compliance.
• Serve as Time Keeper, reviewing time cards. Submit requests for overtime to Sr. Manager & Leadership for approval. Review and approve or deny PTO requests based on business needs.
• Manage and assist with dedicated email address boxes for clients, Customer Service, and Client Calls:
  • Handle escalated calls from clients, members, and providers, ensuring timely resolution.
  • Assist by taking incoming calls as backup during high call volumes and in the absence of team members.
  • Escalate calls to other departments when appropriate.
  • Make callbacks to customers as needed.
• Complete special projects.

Requirements

• 2+ years of related work experience in the health insurance industry.
• 1+ years of direct supervisory/management experience.
• Related Bachelor’s degree or additional equivalent work experience.
• Excellent verbal and written communication skills; pleasant and professional phone voice.
• Ability to communicate clearly and concisely to a variety of audiences.
• Proficiency in Microsoft Office.

Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.