Customer Experience Leader - Service Operations

Blue Cross Blue Shiel; Columbia (SC); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health plans

401k plan

Life Insurance

Paid Time Off

On-site cafeteria & gym

Education assistance

Service recognition

Job summary

BlueCross BlueShield of South Carolina is seeking a Customer Service Manager to lead one or more customer service teams and oversee day-to-day operations. You will supervise staff, assign workloads, and address escalated issues in a fast-paced, office-based environment in Columbia, SC.

This role emphasizes performance monitoring, coaching, and training to ensure high-quality service, regulatory compliance, and efficient processes. Overtime may be required to meet departmental needs.

Qualifications

• Bachelor's degree; 4 years related experience or an Associate's degree with 2 years related experience.

Responsibilities

• Organizes and manages customer service staff and/or teams for a line of business or department.
• Assigns work to associates within the team.
• Assists staff by providing guidance and assistance with questions and problems encountered.
• Handles escalated or sensitive customer matters.
• Monitors performance to ensure productivity, quality, and timeliness standards are met.
• Monitors and analyzes reports, processes, and resources to improve efficiency.
• Ensures training for all associates to follow current guidelines; conducts coaching sessions.
• Leads team meetings and communications for consistency.
• Encourages process improvements and ensures compliance with regulations.
• Monitors expenses and assists in budgeting for the team.

Skills

Communication

Decision making

Analytical skills

Problem solving

Interpersonal skills

Time management

Leadership

Customer service

Education

Bachelor's degree

Tools

Microsoft Office

Job description

BlueCross BlueShield of South Carolina is seeking a Customer Service Manager to lead one or more customer service teams and oversee day-to-day operations. You will supervise staff, assign workloads, and address escalated issues in a fast-paced, office-based environment in Columbia, SC.

This role emphasizes performance monitoring, coaching, and training to ensure high-quality service, regulatory compliance, and efficient processes. Overtime may be required to meet departmental needs.