Customer Service Manager
5 days ago
We are committed to supporting educators in achieving their financial goals and developing plans to achieve them. This includes insurance to protect what they have today and financial products to help them prepare for their future. Our tailored offerings include special rates and benefits for educators.
Job Summary:The Manager's primary responsibility is integrated coaching of customer service representatives building customer service representative capability and capacity in order to meet service level requirements and high employee engagement.
Key Responsibilities:- Leads team of customer service representatives, first-level frontline leaders, and senior customer service representatives.
- Primary responsibility is delivering the unit's service levels as defined by the workforce management schedule.
- Ensures customer care first-level frontline leaders understand and deliver on the balanced scorecard and are performing customer service representative coaching.
- Delivers on unit's staffing plan, including participation in defining role requirements, conducting interviews, and recommending selection decisions.
- Oversees onboarding of new customer service representatives, including ensuring test track phase is successful.
- Responsible for compliance and business continuity requirements for respective areas.
- Maintains thorough understanding of operational and corporate information and shares with team where needed.
- Fosters an environment of honesty and integrity; creates an atmosphere where employees are encouraged to raise and discuss any issues or concerns without fear of retribution.
- Participates in special initiatives as requested, such as employee engagement, process improvement, new technology implementations.
- 5-7 years total experience in customer care.
- Proven ability to not just teach, but also coach others learning new skills.
- Strong people skills, able to influence, motivate, and collaborate.
Location: Springfield, IL
Compensation: We are committed to supporting educators in achieving their financial goals and developing plans to achieve them. This includes insurance to protect what they have today and financial products to help them prepare for their future. Our tailored offerings include special rates and benefits for educators.
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