Job Title: Customer Service Manager

Job Type: Full-time

Starting Salary: $40K-75K per year

Work Location: In office, Provo, UT

Position Overview:

As a Customer Service Manager, you will play a crucial role in ensuring we provide exceptional Customer Service and our call center operations run smoothly and efficiently. You will have direct responsibility for managing daily operations of the Customer Service center, training and managing a team of representatives and supervisors, and being a knowledge expert in our industry. Your leadership and expertise will be key in fostering a positive, productive work environment and achieving our Customer Service objectives.

Key Responsibilities:

• Manage and oversee the call center operations, including staff performance, work schedules, call handling, and service levels.
• Being a subject matter expert to train your team and to resolve complex participant inquiries that require escalation.
• Develop and implement policies and procedures to ensure efficiency and effectiveness in call center operations.
• Hire, lead, and support a team of call center agents and supervisors through effective coaching, training, and development strategies.
• Prepare and carry out weekly supervisor training meetings as well as monthly team training meetings.
• Take ownership of the Customer Service experience and collaborate with other departments to ensure a unified approach to Customer Service.
• Track and report on call center metrics and KPIs to improve customer satisfaction and present to the executive team.
• Stay informed about industry trends and best practices in call center operations and Customer Service.

Key Qualifications:

• Bachelor’s Degree, preferably in a related field.
• 1-2 years of management experience in a Customer Service role.
• Strong leadership skills with a proven track record of managing and motivating teams.
• Excellent communication and interpersonal skills, with the ability to interact effectively and positively with all levels of staff and management.
• Ability to analyze data, identify trends, and implement solutions to improve performance and participant satisfaction.
• Strong problem-solving skills and the ability to handle challenging Customer Service issues.
• Flexibility to work in a fast-paced and dynamic environment.
• Excellent time management skills and ability to follow through on commitments and projects.

About Us:

Rocky Mountain Reserve provides employee benefits to other companies as a service. The benefits we provide to our clients are FSA, HSA, and COBRA administration. Our mission is to enable employees to save money for needed healthcare costs through these benefits. Providing outstanding Customer Service is paramount to that mission. We strive to make the world of health benefits easier to understand and simpler to navigate.

At Rocky Mountain Reserve our Customer Service team is the backbone of our company! You will play an integral role in the success and growth of our company and the reputation we have with our clients. Our Client Services Team is responsible for assisting participants via inbound calls, emails, and chats.

We pride ourselves on our team's professionalism and dedication to excellence. As we continue to grow, we are looking for a dynamic and experienced Customer Service Manager to join our team and contribute to our mission of delivering exceptional Customer Service.

Benefits:

• Health/Dental/Vision Coverage
• 401k with employer match
• Generous PTO & Paid Holidays
• A Monday-Friday Schedule (No nights or weekends)
• Opportunity for growth and development.
• On-site Gym and Office Snacks
• The chance to be a part of a growing company that values Customer Service

Join us in delivering exceptional service and support to our participants and clients. We look forward to reviewing your application.

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