Customer Service Manager

Murray, Utah

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Become a part of EMI Health’s growing organization. EMI Health is an employee benefits firm providing medical, dental, and vision insurance products to companies and individuals in 10 states. We provide our employees with an outstanding benefit package that includes paid medical and dental coverage for employees, paid time off, holiday pay, vision, life, disability, HSA, and retirement savings plans. In addition, we provide our employees with a fully equipped onsite fitness center and subsidize mass transit passes.

We are a tobacco free workplace, hiring non-tobacco users only.

EMI Health is an EEO employer as defined by the EEOC.

SUMMARY OF JOB: Under the direction of the COO, the Customer Service Manager manages the overall functions of the Customer Service department. This is a full-time, exempt position. Hours are 8:00 a.m. to 5:00 p.m. Monday through Friday.

PRIMARY RESPONSIBILITIES:

 Directs the daily operations of the Customer Service team.

 Plans, prioritizes, and delegates work tasks to ensure proper functioning of the department.

 Manages recruiting, onboarding, training, scheduling, coaching, and disciplining employees.

 Provides customer service information and recommendations to management.

 Analyzes relevant data to establish company production and quality metrics.

 Identifies and implements strategies to improve quality, productivity, and profitability.

 Manages call and recording systems.

 Identifies and addresses staff training and coaching needs.

 Develops and implements customer service policies and procedures.

 Ensures the necessary resources and tools are available for quality customer service delivery.

 Reviews customer complaints and tracks customer complaint resolution.

 Answers questions and handles complex and escalated customer service issues.

EDUCATION, EXPERIENCE AND QUALIFICATIONS:

 Bachelor’s degree (preferred), Associates degree (required) and two years related experience; or equivalent combination of education and experience.

 Requires proven ability to motivate and manage staff.

 Knowledge of terminology specific to medical, dental, and vision benefits.

 Knowledge of State and Federal regulations (COB, Medicare, COBRA, ACA, MHPA, etc.)

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