Customer Service Manager

We are seeking a Customer Service Manager for our growing client in the Palm Harbor area.

This position is responsible for overseeing employees and daily operations within the customer service department. Their duties include creating customer service policies to help employees effectively communicate with customers over the phone, hiring and training Customer Service Representatives about company products or services and speaking with customers who have complex questions. The role of a Customer Service Manager is to establish and maintain a strong working relationship with new and existing clients.

Responsibilities:

• To ensure jobs received are processed in a timely manner to be as accurate as possible to be handed off to operations team.
• Manages customer service employees, communicates job expectations
• Maximizes customer service staff operational performance by providing help resources and technical advice to ensure jobs are placed into production accurately
• Work collaboratively with teams to ensures excellent customer service
• Respond to emails from clients within 1-2 hours of receipt and with a resolution within a 24hr to 36hr of receipt
• Integrate of all new clients within computer system.
• Assign client to Customer service rep that will process future jobs
• Monitors first job through production to ensure quality and expectations of the complete process
• Manage customer service staff, communicates job expectations, and performs job reviews
• Improve customer service quality results by conducting random quality checks and re-designing processes and establishing and communicating job performance metrics
• Established and administer a process for investigating and acting on privacy and security complaints
• Perform required breach risk assessment, documentation, and mitigation.
• Works with Human Resources to ensure consistent application of sanctions for privacy violations
• Train new employees and/or cross train existing employees
• Manage day to day operational needs when required

Qualifications

• Demonstrated skills in collaboration, teamwork, and problem-solving to achieve goals
• Demonstrated skills in verbal communication and listening
• Demonstrated skills in providing excellent service to customers
• Excellent writing skills
• A high level of integrity and trust
• Extensive familiarity with health care relevant legislation and standards for the protection of health information and patient privacy would be a huge plus
• Health care legal, operational, and or financial skills.
• Data processing experience
• Tech Savy

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.