Customer Service

Organize and direct the daily functions of 14-20 Customer Care Representatives.Interview/recommend candidates for hire, coaches/develops staff members, assigns and monitors work in progress, evaluates performance, enforces attendance and performance standards, administers employee corrective action and makes compensation and performance recommendations. Support our HR Partners in the consistent administration of ADA, FMLA, Workers Compensation and internal human resource policies/practices ensuring the company is in compliance with all State and Federal requirements. Direct and supervise the relationships between Customer Care and other partners to establish effective and efficient communications/work flows and to develop an optimum working partnership that results in exceptional service to members, internal customers and employees. Provide individual and team coaching/training to promote and encourage the skills needed to proactively provide consultative and educational information to members; regarding products, services and promotions in a manner that will increase overall customer satisfaction and enhance member retention. Create a cohesive team that understands our company vision and lead the group to deliver excellent service and profitability. Monitor employee performance to ensure productivity levels and quality of service is within established guidelines by conducting side-by-side and remote observations, regular follow-up meetings with employees and by providing on-going performance feedback. Assess team successes, failures, issues, obstacles, trends, and other items that impact results.Serve as a mentor to employees in order to assist in Succession Planning and the development of talent.Provide managers with suggestions, statistics, and general data; to support process improvements that will generate additional revenue, lower servicing costs and improve overall customer service.Spearhead and oversee special complex projects from inception to completion involving high level of collaboration with cross functional departments.Analyze and find solutions and improvements to escalated or unexpected issues.Partner with managers in the onboarding of lower level supervisors and departmental structures.Oversee and manage Call Center Representatives under specialty teams and support peers with escalations or tasks, as necessary.Participate in special or management meetings and serve as acting manager, as needed.Assist Call Center Managers with special requests from senior leadership.

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