Customer Service Manager

033 Palmetto GBA; Columbia (SC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Subsidized health plans

Dental and vision coverage

401(k) with company match

Life Insurance

Paid Time Off (PTO)

On-site cafeterias and fitness centers

Education Assistance

Service Recognition

National discounts

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, workload management, and service quality in a busy office environment.

You will manage staff, coach performance, and drive process improvements while ensuring compliance with company and government regulations. This role requires a Bachelor’s-equivalent qualification and health/customer service experience.

Qualifications

• Bachelor's degree equivalency: 4 years related work exp or 2 years with associate's degree.
• 2 years health-related or customer service experience; 1 year supervisory experience or 1 year of E4+ military
• Excellent communication, decision making, analytical and problem solving skills

Responsibilities

• Organizes and manages customer service staff for a line of business or department.
• Assigns work to team members.
• Guides staff on questions and problems encountered.
• Handles escalated or sensitive customer matters.
• Monitors performance to meet productivity, quality and timeliness standards.
• Ensures staff training on current guidelines.
• Conducts coaching for staff development.
• Leads team meetings and communications for consistency.
• Drives process improvements and regulatory compliance.
• Monitors expenses and participates in annual budgeting for the team.

Skills

Communication

Decision making

Analytical thinking

Problem solving

Interpersonal skills

Time management

Leadership

Customer service

Education

Bachelor's Degree Equivalency policy

Tools

Microsoft Office

Job description

Summary

We are currently hiring for a Customer Service Manager to join BlueCross BlueShield of South Carolina. You will be accountable for managing one or more teams responsible for customer service. Manages the day-to-day operations and workload issues for staff.

Why should you join the BlueCross BlueShield of South Carolina family of companies?

Other companies come and go, but for more than seven decades we’ve been part of the national landscape, with our roots firmly embedded in the South Carolina community. We are the largest insurance company in South Carolina … and much more. We are one of the nation’s leading administrators of government contracts. We operate one of the most sophisticated data processing centers in the Southeast. We also have a diverse family of subsidiary companies that allows us to build on a variety of business strengths. We deliver outstanding service to our customers. If you are dedicated to the same philosophy, consider joining our team! Here is your opportunity to join a dynamic team at a diverse company with secure, community roots and an innovative future.

Description

Location : GPC Logistics: This position is full-time (40 hours/week) Monday-Friday in a typical office environment. Employees are required to work between the hours of 8:00am to 6:00pm. It may be necessary, given the business need to work occasional overtime. This position is located onsite at 17 Technology Circle, Columbia, SC 20203.

Sponsorship: This position is not eligible for sponsorship now or in the future.

What You'll Do

• Organizes and manages customer service staff and/or customer service teams for a line of business or department.
• Assigns work to associates within the team(s).
• Assists staff by providing guidance and assistance with questions and problems encountered.
• Handles escalated or sensitive customer matters.
• Manages performance to ensure that individual productivity, quality and timeliness standards are met.
• Monitors individual and team performance to ensure all customer requirements are met or exceeded.
• Monitors and analyzes reports/statistics, processes, and resources to provide maximum efficiency and effectiveness for all functions.
• Ensures appropriate training for all associates to ensure that the most current guidelines are always being followed.
• Conducts coaching sessions to ensure development of staff within team.
• Conducts team meetings and communications to ensure consistency.
• Encourages, facilitates, and initiates process improvements.
• Ensures that the department is in compliance with all company and government regulations.
• Monitors expenses and prepares annual budget for team.

Required Education

Bachelor's Degree Equivalency: 4 years job related work experience or Associate's and 2 years job related work experience (Equivalency not applicable for the Celerian Group. Bachelor's degree required.)

Required Experience

2 years of health related or customer service work experience. 1 year of supervisory experience OR 1 year of equivalent military experience in grade E4 or above.

Required Skills and Abilities

• Excellent communication, decision making, analytical, and problem solving skills.
• Excellent interpersonal, time management, and leadership skills.
• Superior customer service orientation.

Required Software and Tools

Microsoft Office.

Our Comprehensive Benefits Package Includes the Following

We offer our employees great benefits and rewards. You will be eligible to participate in the benefits for the first of the month following 28 days of employment.

• Subsidized health plans
• dental and vision coverage
• 401k retirement savings plan with company match
• Life Insurance
• Paid Time Off (PTO)
• On-site cafeterias and fitness centers in major locations
• Education Assistance
• Service Recognition
• National discounts to movies, theaters, zoos, theme parks and more

What We Can Do for You

We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have the opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company.

Equal Employment Opportunity Statement

BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilities and protected veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations. We are committed to working with and providing reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy‑related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those accommodations do not impose an undue hardship on the Company. If you need special assistance or an accommodation while seeking employment, please email [e-mail] or call 800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case‑by‑case basis. We participate in E‑Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer.

Welcome Here’s Your Smart Career Move

Why should you join the BlueCross BlueShield of South Carolina family of companies? Other companies come and go, but for more than seven decades we’ve been part of the national landscape, with our roots firmly embedded in the South Carolina community. Business and political climates may change, but we’re stronger than ever. Our A.M. Best rating is A+ (Superior) — making us the only health insurance company in South Carolina with that rating. We’re the largest insurance company in South Carolina … and much more. We are one of the nation’s leading administrators of government contracts. We operate one of the most sophisticated data processing centers in the Southeast. We also have a diverse family of subsidiary companies that allows us to build on a variety of business strengths. We deliver outstanding service to our customers. If you are dedicated to the same philosophy, consider joining our team!

Veterans Welcome!

BlueCross is a strong supporter of our veterans, and many service men and women have joined our ranks. We’ve found the dedication, work ethic and job skills that serve well in the military excel in many of our lines of business, and we proudly have veterans filling positions in Human Resources, Information Technology, Customer Service, Operations, General Services and more. Through our government contracts, we also have employees serving at Shaw Air Force Base, the Naval Health Clinic in Charleston, the Naval Hospital in Beaufort and in our hometown of Columbia, S.C., at Ft. Jackson. If you are a full‑time employee in the National Guard or Reserves, we will even cover the difference in your pay if you are called to active duty.