Manager, Customer Care

American Benefit Plan Administrators, Inc.; Mendota Heights (MN); On-site; USD 68,000 - 83,000; Full time

Benefits offered by this job

Health, vision, and dental coverage

401(k) plan with company match

Paid time off (PTO)

Job summary

Zenith American Solutions is seeking a Manager, Customer Care in Mendota Heights, MN to lead and mentor the customer care teams, ensuring service levels and regulatory compliance.

You will analyze workflows, optimize staffing, handle escalations, and collaborate with clients during onboarding and ongoing support, while traveling as needed to meet client requirements.

Qualifications

• Requires 5 years in customer service with 2+ years in a supervisor role.
• Understanding of call metrics, staffing models and workforce management.
• Ability to manage staff remotely and travel as necessary.

Responsibilities

• Provide daily leadership and supervision to Customer Care teams.
• Develop staff through performance management, goal setting, training and relations.
• Optimize workflows, tools and staffing to ensure efficient operations.
• Remediate escalated issues and attend client meetings when requested.
• Coordinate successful onboarding and ongoing support for new clients.
• Maintain current knowledge of assigned plans and apply it effectively.

Skills

Customer service

Supervisory experience

Call metrics

Workforce management

Analytical skills

Problem solving

Remote staff management

Bi-lingual

Education

High School diploma or GED

Associates degree in business

Tools

Microsoft Office

Job description

Position SummaryThe Manager, Customer Care provides direction, leadership and oversight to Customer Care team(s) in accordance with Company guidelines, regulatory requirements, and client needs.\"Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role.\"Key Duties and ResponsibilitiesProvides daily leadership and supervision to Customer Care team(s) consistent with management values and mission.Develops staff through performance management, goal setting, training, and effective employee relations.Optimizes workflows/processes, tools, staff allocation, and technology to ensure efficient and cost-effective day to day operations.Remediates escalated issues, reviews plan changes, and attends to other client needs.Participates in new business presentations and client meetings as requested, attends benefit fairs, and assists in the implementation of new clients.Resolves escalated customer/client issues.Coordinates successful implementation of new clients.Maintains current knowledge of assigned Plan(s) and effectively applies knowledge.Performs other duties as assigned.Minimum QualificationsHigh School diploma or GED.Five years of experience working in a customer service with two years in a supervisory role.Understanding of call metrics and analysis, staffing models, and workforce management.Exceptional team player with the confidence and integrity to earn client and internal team confidence quickly.Strong decision-making and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple priorities.Exceptional analytical and problem resolution skills; ability to exercise independent, sound judgment.Ability to effectively manage staff remotely.Ability and willingness to travel as necessary.Computer proficiency including Microsoft Office applications and tools.Preferred QualificationsAssociates degree in a business-related field.Experience in a third-party administrator or health and welfare industry.Bi-lingual.*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job. Duties, responsibilities and activities may change at any time with or without notice.Working Conditions/Physical EffortProlonged periods of sitting at a desk and working on a computer.Must be able to lift up to 15 pounds at times.Disability AccommodationConsistent with the Americans with Disabilities Act (ADA) and other applicable federal and state law, it is the policy of Zenith American Solutions to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Recruiting Department at [e-mail] , and we would be happy to assist you.Please note that in compliance with certain state law, we are displaying salary. This rate is intended for hires into this location.Compensation: $75,000/annuallyZenith American SolutionsReal People. Real Solutions. National Reach. Local Expertise.We are currently looking for a dedicated, energetic employee with the necessary skills, initiative, and personality, along with the desire to get the most out of their working life, to help us be our best every day.Zenith American Solutions is the largest independent Third Party Administrator in the United States and currently operates over 44 offices nationwide. The original entity of Zenith American has been in business since 1944. Our company was formed as the result of a merger between Zenith Administrators and American Benefit Plan Administrators in 2011. By combining resources, best practices and scale, the new organization is even stronger and better than before.We believe the best way to realize our better systems for better service philosophy is to hire the best employees. We're always looking for talented individuals who share our dedication to high-quality work, exceptional service and mutual respect. If you're interested in working in an environment where people - employees and clients - really matter, consider bringing your talents to Zenith American!We realize the importance a comprehensive benefits program to our employees and their families. As part of our total compensation package, we offer an array of benefits including health, vision, and dental coverage, a retirement savings 401(k) plan with company match, paid time off (PTO), great opportunities for growth, and much, much more!