Customer Service Manager

Manager, Customer Service

SEE how you can make a difference! Be part of an innovative company that cares about its associates and helps members enjoy the wonders of sight through healthy eyes and vision.

Versant Health provides vision care to 37 million members nationwide! To ensure your continued success we provide opportunities for advancement and development.
Our associates remain engaged through a comprehensive compensation and benefits package which includes health and dental insurance, tuition reimbursements, 401(k) with company match, pet insurance and FREE vision insurance for you and your family.

Scope and Purpose of Position
The Customer Service Manager provides support to Customer Service Operational Teams to ensure internal and external service and quality objectives are achieved. They will supervise daily operations for maximum efficiency and cost effectiveness.

Essential Functions

• Manage the Customer Service Supervisor team to include selection, training and development, coaching, counseling and performance management
• Conduct effective resource planning to maximize the productivity of resources
• Must have a practical mind to solve problems on the spot with an ability to see the “big picture” and make necessary improvements.
• Provide tools and benchmarks on both an individual and departmental levels
• Implement quality programs that align with organizational objectives
• Partner with Customer Service Director to meet established goals and develop strategies to ensure the highest level of performance
• Analyze KPI performance and ensure objectives are met
• Ensure continuous process improvements for service levels, cost reduction and quality
• Identification of training needs, provide support for on-going training and measure results
• Manage real time activity to ensure service levels are met or exceeded with maximum efficiency
• Ensure Supervisory team is managing day to day CSR operations essential to daily schedule adherence and system protocols
• Support quality improvement by providing comprehensive coaching, counseling, desk side monitoring, quality measures, service observation and process and workflow analysis
• Provide continuous education on benefits, answer questions and provide problem resolution
• Participate in research, implementation and testing of new technology to enhance call center efficiency
• Conform with and abide by all federal, state, and local regulations, company policies and procedures, and instructions
• Adhere to privacy and confidential and proprietary company policies and procedures (i.e. HIPAA)
• Participate in any/all training and educational activities necessary to fulfill at least the minimum requirements as specified within your departmental goals. This is in addition to, the completion of any activities necessary for the maintenance of professional affiliations or organizational requirements

Education & Experience

• Preferred bachelor's degree in related field or equivalent combination or experience and education
• Minimum three (3) years of related experience in a call center environment
• Prior Manager experience required; including call center experience in a healthcare, insurance, and/or account management work environment preferred
• Proficiency in Microsoft Office
• Knowledge of Call Center telephony software

HIPAA & Security Requirements
All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, Associates may have access to covered information, cardholder data or other confidential customer information which must be protected at all times. As a result, Associates must explicitly adhere to all data security guidelines established within the Company’s Privacy & Security Training Program

We take pride in our recruiting process and follow a merit-based employee recruitment practice with extensive screening steps. We will never request money from candidates who seek employment with us and will never ask for any payment as part of the recruitment process.

We provide equal employment opportunities (EEO) to all associates and applicants for employment without regard to race, color, religious beliefs, age, sex (including pregnancy), sexual orientation, gender identity or expression (including transgender status), national origin, ancestry, status as a protected veteran or disabled veteran, physical or mental disability or history of disability, genetic information, marital status, or any and all other categories protected by under applicable Federal, state or local law.

This policy extends to all associates and to all aspects of the employment relationship. Any associate who violates this policy will be subject to disciplinary action up to and including termination