Customer Service Manager

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Company: GOTTLIEB
Location: Jacksonville, FL 32257 (Sunbeam area)

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The Customer Service Manager is responsible for the for the daily operations of the Customer Service Call Center and Correspondence Departments.

Essential Functions & Responsibilities

1. Oversees and manages the overall health and management of the day to day

Customer Service and call center operations

2. Leads the Customer Service team toward achieving departmental goals and

objectives through effective hiring, performance management, coaching and career

development

3. Evaluates, designs and implements improvement initiatives to deliver increased

productivity, process efficiency, improved quality and deliver an industry leading

customer experience

4. Implements, monitors and analyzes report data to effectively and efficiently manage

operations center performance (e.g. Call metrics/service levels, inventory

management, KPIs, quality performance and customer satisfaction)

5. Responsible for ensuring appropriate call center phone coverage, scheduling

changes, call routing, and overall work force management

6. Performs special projects and other duties as assigned

Knowledge, Skills, and Abilities (KSAs)

  • Strong customer service skills that foster an environment of customer satisfaction, demonstrated outcomes and continuous improvement
  • Demonstrated supervisory/management experience leading large-scale teams
  • Knowledge of customer service best practices, processes and procedures including working knowledge of scheduling/work force management software
  • Must be detail oriented with strong time management and problem-solving skills
  • Strong management level oral, written, and interpersonal communication skills
  • Ability to read, understand, and apply state/federal laws, regulations, and policies
  • Strong word processing, spreadsheet, and presentation software skills
  • Strong mathematical and analytical skills
  • Knowledge of medical billing department processes and procedures preferred

Minimum Qualifications

Education: High School Diploma or Equivalent. Bachelor’s degree in Business, Benefits, or related field preferred.

Experience: Five (5) years of experience managing large scale customer service and/or call center operations. One (1) year of healthcare customer service experience preferred.