Manager of Customer Service

Overview

The Customer Service Manager position is a key driver in the overall service model utilized within Insurance Operations. Charged with the day-to-day front-line management of our Customer Service Representatives, the manager’s responsibilities include new hire decisions, onboarding, training, scheduling, feedback, and progressive coaching. Managers should become subject‑matter experts in operating systems and products, and work closely with peers in Operation Groups such as Annuities, New Business, Underwriting, Payment Receipts, Certificate Service, and General Office.

This role requires strong communication skills, the ability to transfer knowledge to colleagues and clients, and the capacity to quickly understand new information and disseminate it to the team.

• Understand the principles of a metric‑driven contact center and drive performance within the team.
• Use live and recorded call data to coach teams and ensure compliance with department procedures; conduct monthly 1‑1 coaching sessions with each CSR.
• Multi‑task efficiently in a vibrant and changing work environment.
• Supervise the activities of the Customer Service Representatives in real time to ensure timely service and enact workflow changes to meet service levels.
• Partner with peer groups across Insurance Operations to share best practices and provide insights on upcoming technology releases.
• Act as an active trainer beyond new‑hire sessions, sharing daily learning opportunities with the team.
• Respond to and resolve escalated questions and issues; follow escalations to completion to provide superior customer service to members and agents.
• Assist in process improvement efforts; recommend changes in systems and procedures to benefit Customer Service and other departments.
• Participate actively in the hiring process: pre‑screening, candidate selection, onboarding.
• Serve as a positive example to the team, projecting the values of the organization while delivering best‑in‑class service.
• Coordinate with Human Resources, ITS, and external vendors to address and resolve resource and technical issues.

Authorization to work in the United States is required. This position is not eligible for visa sponsorship.

Required: MS One Note, MS Office (Excel/PowerPoint), L70, AWD, Ingenium, 8x8.

Preferred: Cloud‑based telecom experience (8x8), workforce management software (Calbrio), CRM (MS Dynamics).

BA/BS or commensurate work experience.

The wage range for this role is $72,000–$122,500 and is based on factors such as skill set, experience, training, licensure, and business needs. The range applies for positions performed in Connecticut; compensation may be adjusted for other locations.

Must be able to remain in a stationary position for a majority of the workday.

• 13 paid holidays per year; vacation and paid sick leave; flexible workweek schedules.
• Professional development: certifications, designation, and tuition reimbursement.
• 401(k) retirement savings plan with matching company contributions; cash balance retirement plans fully funded by the company.
• Short‑term disability and term life insurance fully paid by the company; up to 12 weeks of childbirth leave under STD policy; one week of fully paid parental leave for all new parents, including adoptive and foster parents.
• Health insurance options including premium‑level family coverage and a pre‑tax Health Savings Account with employer contributions. The organization’s health plans do not cover abortion, sterilization, or contraception, and the organization has advocated for other employers not providing such coverage.
• Long‑term disability insurance; dental insurance; vision insurance; health club membership reimbursement; employee assistance program.