Customer Service Manager

Medical Guardian is seeking a Customer Service Manager with proven success in customer service and the ability to be accountable for a team of customer care representatives. We are looking for an individual to foster a collaborative and constantly improving culture to lead the department to an ever improved work flow and employee experience.

This is a hybrid position requiring 2 days a week in Paoli, PA. We are also open to fully remote in the following states: AZ, NV, DE, FL, GA, KY, MA, MD, MI, NJ, OH, PA, SC, ID, IL, NC, WV, and TX only

Key Duties and Responsibilities

• Manage schedules/coverage for customer service representatives. Ensure the floor is properly staffed based on call volume.
• Approve representatives' hours, time off requests and over-time. Follow-up with employee regarding any discrepancies.
• Accountable for the day-to-day process and success of the team.
• Manage and develop Shift-Leaders to lead coaching sessions.
• Help resolve employee and customer concerns/issues that Shift Leaders are not able to.
• Balance workload; provide guidance and direction to team; serve as focal point for communication with customer and company personnel.
• Ensure operating and quality standards are met based on service objectives.
• Maintain accuracy of required reports, logs and measurements.
• Provide constructive feedback, coaching sessions and recognition to team.
• Keep accurate records of discussions or correspondence with customers.
• Develop feedback or complaints procedures for customers to use.
• Be involved in staff recruitment and appraisals.
• Maintain performance improvement plans and notify Human Resources if a team member has performance issues.
• Train staff to deliver a high standard of customer service, including areas of billing and activation.
• Perform duties and special requests as assigned by management.

Qualifications and Requirements:

• 1 years in a call center customer service role.
• 3 years in manager level position with demonstrated success driving results and coaching teams to excellence preferred.
• Ability to multi-task and shift projects based on work needs.
• Proficient with in Microsoft Suite
• Associates Degree, or equivalent experience (Bachelor’s degree preferred)
• Demonstrated ability to provide positive results with professionalism and a strong focus on customer satisfaction.
• Availability to work weekends when needed.