Customer Service Supervisor

The Customer Service Supervisor will directly manage a team of Customer Service Representatives, overseeing daily responsibilities, primarily assisting Premier’s customers with answering questions about enrollment documents, vendor applications, payroll questions, and/or questions pertaining to timesheets/claims via phone and email. Premier FMS is a proud member of the AssuranceSD family of brands.

• Directly supervise multiple team members and lead(s) supporting Premier Financial Management Services (PFMS), supporting multiple contracts and functions.
• Be knowledgeable in assigned Premier programs and contracts, inclusive of payroll, Electronic Visit Verification (EVV), enrollment and program functions.
• Serve as a liaison between Premier and multiple external stakeholders.
• Attend and contribute to contract client meetings, as scheduled.
• Act as a primary escalation resource for Customer Service Representatives and external stakeholders.
• Effectively assess customer service processes and implement process improvements contributing to organization scalability.
• Effectively document and maintain current standard operating procedures.
• Develop and maintain staff onboarding procedures, ensuring effective training and resource availability.
• Manage stakeholder communication campaigns, as necessary.
• Assess and manage productivity metrics across Customer Service teams, establishing and hitting targets for ongoing key performance indicators.
• Successfully work in collaboration with operations and Account Management teams.
• Lead customer service teams to meet or exceed target and contractual service level requirements.
• Develop and maintain operational reports and dashboards, successfully tracking and demonstrating operational performance.
• Inform support staff levels, wages, hours, and contract labor in accord with organization goals and objectives.
• Collaborate closely with operations and management teams to develop, set and/or implement policies, procedures, and core systems.
• Successfully fulfill other duties as assigned, supporting internal teams and departments as needs arise.
• Read, prioritize, and summarize all correspondence including mail, email, and phone calls.
• Answer incoming calls from customers professionally and responding to customer inquiries and complaints.
• Use available resources efficiently to assess the customer’s issue and recommend solutions.
• Follow up on any customer issues requiring additional research.
• Work from the Premier office based in Wauwatosa 60-85% of time, depending on business need as determined by Customer Experience Manager.

• 2+ years of experience in a call center environment.
• Experience successfully engaging clients and customers, troubleshooting and improving practices based on stakeholder feedback.
• 2+ years of supervisory or commensurate leadership experience.
• Excellent listening, verbal, and written communication.
• Ability to effectively communicate with all levels within the organization.
• Strong analytical and judgment skills.
• Proficient in Microsoft Office programs.
• High degree of professionalism and ability to maintain client/ customer confidentiality in a variety of service settings.
• Ability to prioritize multiple, often competing priorities in a fast-paced environment.
• Customer-first mentality with the ability to interact with internal and external clients at all levels.

• Health insurance with Company Contributions
• Paid time off
• Dental insurance
• 401(k) with Company match
• Long- and Short-Term Disability insurance
• Parental leave

We are an equal opportunity workplace, committed to equal employment opportunity regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other characteristic protected by applicable federal, state or local law.

This job description outlines the general work required to execute core job responsibilities effectively. It is not intended to be a comprehensive inventory of all duties, responsibilities, expectations, and qualifications required of employees assigned to this job. Duties may change, and should be expected to change, at the Company’s discretion, as the business and this role evolves. Nothing herein is intended or establishes a contract of employment or Employment Agreement whatsoever and all employment remains “at will.”

The signature below indicates you have read and understood this document, and again, is not intended in any way as an employment agreement or contract.