Client Experience & Interface Manager

Empyrean; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Empyrean is seeking a Client Interface Manager at our Houston headquarters to oversee client support and interactions within the service center. You will maintain relationships with clients, other managers, client operations teams and departments, ensuring service levels and quality standards are met.

Responsibilities include analyzing workflows, guiding staff to resolve issues, coordinating with project teams, leading meetings, and developing action plans to improve customer service delivery

Qualifications

• Bachelor’s degree preferred or equivalent experience in customer service, HR management, benefits administration or related field
• Understanding of health and welfare benefits, COBRA, and retiree direct billing
• 2 years of Benefit or Insurance Customer Service experience
• 2+ years of supervisor experience preferably in a call center
• 2+ years of experience as a Manager at Empyrean

Responsibilities

• Oversee client support and interactions in the service center to ensure quality and client satisfaction
• Assist and advise staff in resolving problems with internal and external customers
• Interact with project teams to determine needs and provide feasible solutions
• Approve and resolve escalated customer service issues and calls from clients
• Develop and implement action plans to improve ongoing customer service delivery for key clients
• Schedule and lead meetings with client and internal teams as necessary

Skills

Analytical thinking

Problem solving

Attention to detail

Communication skills

Interpersonal skills

Time management

Leadership/Coaching

Education

Bachelor’s degree or equivalent experience

Tools

MS Excel

Case management tools

Job description

Empyrean is seeking a Client Interface Manager at our Houston headquarters to oversee client support and interactions within the service center. You will maintain relationships with clients, other managers, client operations teams and departments, ensuring service levels and quality standards are met.

Responsibilities include analyzing workflows, guiding staff to resolve issues, coordinating with project teams, leading meetings, and developing action plans to improve customer service delivery