As a Manager of Customer Support, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following:
- Builds an Effective Team - Building a strong-identity team that applies their diverse skills and perspectives to achieve common goals
- Develops Talent - Developing people to meet both their career goals and the organization’s goals through effective performance management, candid feedback and coaching conversations
- Cultivates Innovation - Inspires creativity and curiosity, pushes beyond comfort zone, prioritizes learning & development for self and team
- Ensures Accountability - Holds self and others accountable to meet commitments
- Directs work - Providing direction, delegating and removing obstacles to get work done
Qualifications
- 4 year degree or equivalent work experience
- 3+ years managing a customer service team, preferably in the health insurance, employee benefits, or financial benefits space
- Expert level knowledge of the health insurance and financial benefit landscape across PEO and non-PEO products
- Passion for helping customers and Superior customer support skills - ability to be empathetic, compassionate, responsive and resourceful
- Advanced experience and skill with mentoring and coaching Proficiency with CRM and customer service communication platforms
- Experience identifying service trends and creating a path to resolve them
- Self-driven to be productive and seek out self-improvement
- Genuine desire to improve the quality of service we provide as well as the experience of our team members
- Comfort and experience leading a team through effective change management and stressful situations
- Strong written and verbal communication skills with acute attention to detail
- Aptitude for learning new products and helping to break down complicated topics and explain them in simple terms people can understand
- Ability to come up with creative solutions to any problem you face, and know-how to organize and prioritize your workload
- Excited to be a part of a team that supports customers 24/7