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Customer Support Team Lead

2 months ago

Pittsburgh, Pennsylvania, United States Pittsburgh Metropolitan Area Hispanic Chamber of Commerce Full time
{"Job Title": "Customer Support Supervisor", "Job Summary": "We are seeking a highly skilled Customer Support Supervisor to oversee the Benefits Customer Support team at the Pittsburgh Metropolitan Area Hispanic Chamber of Commerce. This role is responsible for coordinating with the UPMC Health Plan to ensure world-class customer service is provided to all university affiliates and upholding the administration of the University's benefits administration.

Key Responsibilities:

* Coordinate the duties and tasks of internal and outsourced Benefits Representative team
* Monitor the internal workflow processes, review employee workload, and coordinate annual performance appraisals to ensure employees meet departmental and customer service expectations
* Evaluate and make recommendations to management regarding benefits issues (i.e., business process workflows, utilization, and design) to identify areas of improvement, particularly using technology-based solutions
* Respond to benefit-related inquiries through the phone or in-person and assist in the resolution of escalated issues
* Establish and maintain close relationships with vendor representatives to facilitate issues with the vendor
* Perform data analysis and prepare reports for management
* Facilitate presentations for educational initiatives such as new hire orientation

Requirements:

* Strong written and oral communication skills
* Ability to develop and monitor customer service performance metrics
* Ability to facilitate presentations/meetings on a variety of benefit subjects/topics to various audiences
* Moderate physical effort required

Work Schedule: Monday - Friday, 8:30 a.m. - 5:00 p.m
Work Arrangement: Hybrid: Combination of On-Campus and Remote work as determined by the department
Hiring Range: TBD Based Upon Qualifications
Relocation Offered: No
Visa Sponsorship Provided: No
Background Check: For position finalists, employment with the University will require successful completion of a background check
Required Documents: Resume, Cover Letter
Optional Documents: Not Applicable
How To Apply: Please apply through this website: Apply Here

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