Manager, Customer Service - Palmetto GBA - Onsite, Columbia, SC

About the role

Accountable for managing one or more teams responsible for customer service on the Part A call center team. Manages the day-to-day operations and workload issues for staff.

Schedule

This position is full-time (40 hours/week) Monday through Friday in a typical office environment. You will work an 8-hour shift scheduled during our normal business hours of 9:30 AM - 6:00 PM. Occasional overtime may be required based on business needs. Travel between buildings may be required. This role is located at 17 Technology Circle, Columbia, SC 29203.

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.

Requirements

Education: Bachelor's degree required.

Experience: 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.

Skills and Abilities: Excellent communication, decision making, analytical, and problem solving skills. Excellent interpersonal, time management, and leadership skills. Superior customer service orientation.

Software and Tools: Microsoft Office.

Benefits

Eligibility begins the first of the month following 28 days of employment.

• Subsidized health plans, dental and vision coverage
• 401k retirement savings plan with company match
• Life Insurance
• Paid Time Off (PTO)
• On-site cafeterias and fitness centers in major locations
• Education Assistance
• Service Recognition
• National discounts to movies, theaters, zoos, theme parks and more