Asst Mgr Customer Service

WebTPA Employer Services, LLC; San Antonio (TX); On-site; USD 60,000 - 70,000; Full time

Job summary

WebTPA Employer Services, LLC in San Antonio, TX seeks an Assistant Manager of Customer Service to lead a team of Client Resolution Specialists and Customer Service Representatives. You will own day-to-day operations, coach staff, and ensure delivery of service levels while collaborating with HR and Talent Acquisition.

This role emphasizes staffing, training, performance reviews, and timely resolution of escalated calls.

Qualifications

• 2+ years in health insurance industry
• 1+ years direct supervisory/management experience
• Bachelor's degree or equivalent experience
• Excellent verbal and written communication skills
• Pleasant and professional phone voice
• Able to communicate to a variety of audiences
• Proficient in Microsoft Office

Responsibilities

• Directly manage a team of Client Resolution Specialists and/or Customer Service Representatives and serve as SME for escalation issues
• Hire new employees, conduct interviews, provide feedback and approvals; manage onboarding and training plans
• Monitor call queues, assign daily deliverables, ensure staffing and performance guarantees
• Review call metrics with team and individuals; identify areas for improvement with stakeholders
• Coach employees, conduct 1:1s, make recommendations to CSR and Sr. Management; conduct performance appraisals
• Handle disciplinary actions with HR and timekeeping duties; approve/deny PTO; manage dedicated client email boxes
• Handle escalated client calls and provide timely resolutions; assist as backup during high volumes
• Escalate issues to other departments when appropriate; make follow-up calls to clients
• Complete special projects

Skills

Communication skills

Education

Bachelor's degree or related equivalent experience

Tools

Microsoft Office

Job description

Job Summary

The Assistant Manager of Customer Service is responsible for managing a team with routine and day-to-day responsibilities.

Location: 19100 Ridgewood Pkwy San Antonio, TX 78259

Essential Functions:

• Directly manage a team of Client Resolution Specialists and/or Customer Service Representatives:
  -Serve as SME and primary point of contact for all escalation issues
  -Directly accountable for hiring new employees which includes partnering with Talent Acquisition team, conducting interviews, feedback and approvals. Manages Onboarding plan for new hires, coordinates with Talent Development training plans, check-ins and progress reports.
  -Monitor and manage call queues; assess and assign day to day deliverables, make adjustments when necessary to ensure appropriate staffing in queues and that performance guarantees are being met
  -Review call metrics and updates to team and individuals for errors and best practices. Partner with Internal Audit and Auditors in assessing metrics and areas of concern or improvement.
  -Coaches employees on performance. Checks in with employees on a regular basis via 1:1 meetings. Makes recommendations to CSR's and to Sr. Management for areas of opportunity. Conducts performance appraisals.
  -Reward and recognize team members for successfully performing goals and objectives and fosters a team environment upholding company mission, vision, values.
  -Partners with HR on issuing any disciplinary issues and terminations complying with established processes and procedures to ensure compliance and fairness.
  -Serve as Time Keeper reviewing time cards. Submits requests for OT to Sr. Manager & Leadership for approval. Reviews and approves or denies PTO request based on needs of business.
  -Manage and assist with dedicated email address boxes for clients
• Customer Service and Client Calls:
  -Handle escalated calls from clients, members and providers. Ensure escalation calls are resolved in a timely manner.
  -Assist by taking incoming calls as backup during high call volumes and in the absence of team members.
  -Escalate calls to other departments when appropriate.
  -Make call backs to customers as needed
• Complete special projects

Qualifications

• 2+ years related work experience in the health insurance industry
• 1+ years direct supervisory/management experience required
• Related Bachelor's degree or additional related equivalent work experience
• Excellent verbal and written communication skills are required.
• Pleasant and professional phone voice.
• Ability to communicate to a variety of audiences to ensure a clear and concise message.
• Able to demonstrate proficiency in Microsoft Office

General Physical Demands
Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

We are an Equal Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission. All qualified applicants will receive consideration for employment.