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Client Services Manager

Operations | Cleveland, OH | Full Time

Job Description

Summary: 

This role, reporting into the Chief Operating Officer, will be responsible for leading a team which provides excellent customer service to the company’s users of the FormFire FES platform.  You will be highly motivated and a self-starter who is able to identify and develop relationships with employees, peers and end-users.  Set and achieve all service level metrics on a continuing basis to ensure the best experience possible for our customers who contact us via phone calls, chats and emails.  Ensure the Client Service Advisers are trained and equipped to perform their job with excellence. 

Responsibilities: 

You’ll assist with developing a best-in-class support operation, including: 

  • Handle the day-to-day planning and scheduling for the Client Services Team. 

  • Administer the 3rd party technology applications that support the team including ZenDesk, IVR, etc. 

  • Actively participate in and contribute to the Daily Operations senior management team. Define and complete top three priorities on a weekly basis to meet organization goals. 

  • Conduct regularly scheduled 1-on-1 meetings with the Client Services team members to set goals, priorities and provide performance feedback. 

  • Conduct monthly quality reviews to ensure Client Service Advisers are providing professional and efficient service. 

  • Collaborate with other departments to help facilitate process and product excellence and efficient hand offs to other departments. 

  • Work with Client Services Team Lead to set, measure, and report on productivity, efficiency, customer satisfaction metrics, issue escalation and training. 

  • Leverage technology to improve self-service and new service offering processes especially as it relates to user access. 

  • Work with HR to ensure the team is appropriately managed, staffed and developed. 

  • Own site on Microsoft Teams and delegate responsibilities accordingly. 

  • Ensure projects for clients are delivering according to plans and with a high degree of accuracy. 

  • Follow all product and IT escalations in Visual Studio to see through resolution. 

  • Review and approve timesheets and handle time-off requests in Bamboo. 

  • Additional duties as assigned by your manager. 

 Skills/Education/Experience: 

  • Associate degree in Business, Marketing or Communications from a two-year college or technical school and 5+ years related experience in a customer facing or services role, or the equivalent combination of education and experience. 

  • A minimum of 3 years’ experience in the group benefits industry, with an excellent level of knowledge of employee benefits (medical and voluntary) preferred.  

  • Experience with successfully mentoring, coaching or leading a team required. 

  • Ability to lead performance and goal setting discussions. 

  • Experience with delegation of tasks, understanding of necessary staffing levels and meeting SLAs required. 

  • Possess an analytical mindset to constantly measure and monitor the department to identify areas for improvement.  

  • Strong technical aptitude and ability to communicate technical details, including system issues and enhancements. 

  • Excellent communication skills, problem solving ability, and creativity. 

  • Though we are currently working remote, an ability to work periodically in our downtown Cleveland office, M-F from 8:30-5:30. 

  • Applicants must be authorized to work in the US without requiring employer sponsorship currently or in the future. 

Benefits: 

Health, dental, vision, STD, LTD, group life insurance, HSA (with employer contribution), 401k match, open time off and a zombie-free work environment (of course). 

Our customers entrust us with sensitive data, so you will need to successfully pass a background check and drug test prior to employment.  

Compensation:

$80,000-$95,000 annually