Manager, Customer Service

About the role

Accountable for managing one or more teams responsible for customer service. Manages the day-to-day operations and workload issues for staff. Location: This position is full-time (40-hours/week) Monday-Friday located on-site at 2743 Perimeter Parkway, Augusta, GA 30909 Position Purpose: Responsible for leading one or more customer service teams to ensure the delivery of exceptional customer support. Oversees daily operations, manages workload distribution, coaches and develops team members, and addresses escalated customer issues. Monitors performance metrics, drives operational efficiency, and fosters a customer-focused culture to achieve service and business objectives.

Responsibilities

• Organize and manage customer service staff and/or customer service teams for a line of business or department. Assigns work to associates within the team(s). Assist staff by providing guidance and assistance with questions and problems encountered. Handles escalated or sensitive customer matters.
• Ensure appropriate training for all associates to ensure that the most current guidelines are always being followed. Conduct coaching sessions to ensure development of staff within team. Conduct team meetings and communications to ensure consistency.
• Encourage, facilitate, and initiate process improvements. Ensure that the department is in compliance with all company and government regulations.
• Monitor expenses and prepare annual budget for team.
• To Qualify For This Position, You'll Need The Following:
• Required Education: Bachelor's
• Degree Equivalency: 4 years job related work experience or Associate's and 2 years job related work experience (Equivalency not applicable for the Celerian Group. Bachelor's degree required.)
• Required Experience: 2 years of health related or customer service work experience. 1 year of supervisory experience OR 1 year of equivalent military experience in grade E4 or above.
• Required Skills and Abilities: Excellent communication, decision making, analytical, and problem-solving skills. Excellent interpersonal, time management, and leadership skills. Superior customer service orientation.
• Required Software and Tools: Microsoft Office.
• Our Comprehensive Benefits Package Includes the Following:
• We offer our employees great benefits and rewards. You will be eligible to participate in the benefits, the first of the month following 28 days of employment.
• Subsidized health plans, dental and vision coverage
• 401k retirement savings plan with company match
• Life Insurance
• Paid Time Off (PTO)
• On-site cafeterias and fitness centers in major locations
• Education Assistance
• Service Recognition
• National discounts to movies, theaters, zoos, theme parks and more
• What We Can Do for You:
• We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have the opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company.
• What To Expect Next:
• After submitting your application, our recruiting team members will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume specifics and salary requirements.
• Equal Employment Opportunity Statement
• If you need special assistance or an accommodation while seeking employment, please email mycareer.help@bcbssc.com or call 800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodat

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