Customer Service Director

1 week ago

North Kingstown, Rhode Island, United States ConsultNet Full time
About the Role

We are seeking a highly skilled and experienced Customer Experience Manager to join our team at ConsultNet. As a key member of our leadership team, you will be responsible for overseeing the daily operations and team members of our complex inbound Customer Care center.

Key Responsibilities
  • Team Leadership: Lead a team of 10-15 direct reports, coaching, developing, and motivating team members to deliver exceptional customer experiences.
  • Workflow Management: Oversee and monitor daily workflow to ensure smooth operations, process efficiency, and quality.
  • Staff Development: Develop and motivate staff, providing ongoing coaching to build high-performing, effective teams.
  • Issue Resolution: Oversee escalated issues for representatives and ensure appropriate resolution, cascading yearly/monthly goals through the Performance Check-in process.
  • Communication: Communicate key messages effectively to ensure the team is well-informed about issues that may impact them or their customers.
  • Subject Matter Expertise: Be a subject matter expert on PBM and Medicare Part D business, explaining processes, protocols, benefits, and services to members and providers.
  • Quality Assurance: Ensure call center team members are actively aware and meeting CMS TATs for ASA.
  • Compliance: Ensure calls are following HIPAA privacy laws and guidelines.
  • Strategic Planning: Participate in planning meetings to support departmental and team member growth.
  • Performance Analysis: Review and analyze performance metrics and identify opportunities to improve processes and service.
  • Program Direction: Establish and maintain program direction/changes and communicate internally or with clients as needed.
  • Culture Development: Drive a culture of continuous improvement, innovation, and excellence in service.
  • Strategy Development: Develop and audit strategies to ensure the delivery of top-notch experiences.
  • Culture Enhancement: Encourage and support a culture of positive change, opportunity, and excellence.
Requirements
  • Experience: At least 5+ years of Customer Service/Customer Care experience in insurance or financial services, with a minimum of 2 years in a leadership position.
  • Technical Skills: At least three years of experience with Five9 and Virtual Observer software.
  • Industry Knowledge: One to three years of experience in the PBM or health plan pharmacy space.
  • Candidate Qualifications: Candidate should have working knowledge of Part D plans and be able to study and correctly interpret CMS Guidance.
  • Soft Skills: Ability to work in a fast-paced environment and report results to leadership.
  • Communication Skills: Superior communications skills - both written and verbal.
  • Leadership Skills: Must be able to build a highly engaged, committed, and empowered workforce.
  • Business Acumen: Strong understanding of the Customer Care environment and growing the team while keeping key performance metrics.
  • Data Analysis: Ability to interpret various data sets, on-call team performance, and develop actionable improvement plans.
  • Technical Expertise: Experienced with IVRs, routing rules, and setup of phone experience to match best practices.
  • Performance Metrics: Understanding the key performance metrics to evaluate team improvement over time.
  • Collaboration: Work constructively with others to achieve shared goals.
  • People Skills: Must have excellent people skills, able to relate to and motivate people of diverse backgrounds.
  • Leadership Competencies: Strong leadership and management skills, like working hands-on with the team.
  • Critical Thinking: Critical thinking and strong decision-making skills to resolve any questions or issues for our customers or employees.
  • Prioritization: Ability to handle multiple priorities, jumping from training employees to solving client issues to thinking strategically about long-term growth.
Leadership Competencies
  • Collaboration: Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
  • Conflict Resolution: Manages Conflict: Handling conflict situations effectively, with a minimum of noise.
  • Courage: Courage: Stepping up to address difficult issues, saying what needs to be said.
  • Decision Making: Decision Quality: Making good and timely decisions that keep the organization moving forward.
  • Diversity and Inclusion: Values Differences: Recognizing the value that different perspectives and cultures bring to an organization.
  • Direction and Delegation: Directs Work: Providing direction, delegating, and removing obstacles to get work done.
About ConsultNet

ConsultNet is a premier national provider of technology talent and solutions, with a diverse client base and a commitment to fostering high-performing teams that deliver impactful results. We believe in effective communication and aligning the right job with your unique skills and professional aspirations.

Our Values
  • Equality and Inclusivity: We champion equality and inclusivity, proudly supporting an Equal Opportunity Employer policy.
  • Applicant-Friendly: We welcome applicants regardless of their background, experience, or perspective.

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