Manager, Customer Care

Zenith American Solutions; United States; Remote; USD 68,000 - 83,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Job summary

Zenith American Solutions is seeking a Manager, Customer Care in the United States to provide direction, leadership, and oversight to Customer Care teams in accordance with company guidelines and client needs.

The role involves daily supervision, staff development, workflow optimization, and handling escalated client issues, with remote staff management and travel as required. The position emphasizes regulatory compliance and strong customer service outcomes.

Qualifications

• Five years of experience in customer service with two years in a supervisory role.
• Understanding of call metrics and analysis, staffing models, and workforce management.
• Ability to effectively manage staff remotely.
• Ability and willingness to travel as necessary.
• Computer proficiency including Microsoft Office applications and tools.

Responsibilities

• Lead and supervise Customer Care teams daily per policy and mission.
• Develop staff via performance management and training.
• Optimize workflows, staffing, and tools for efficient operations.
• Address escalated issues and client needs; review plan changes.
• Support new client implementations and participate in meetings.
• Resolve escalated customer issues.
• Ensure smooth rollout of new clients.
• Maintain up-to-date knowledge of assigned plans.
• Perform additional duties as assigned.

Skills

Leadership

Team player

Decision-making

Analytical skills

Remote staff management

Travel willingness

Microsoft Office

Education

High School diploma or GED

Associates degree in a business-related field

Tools

Microsoft Office

Job description

Position Summary

The 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 Responsibilities

• Provides 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 Qualifications

• High 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 Qualifications

• Associates 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 Effort

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Disability Accommodation

Consistent 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/annually

Zenith American Solutions

Real 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!