Director Of Customer Service

Company Overview

Boon-Chapman is not your average Third Party Administrator. In addition to traditional TPA services, Boon-Chapman administers business process outsourcing for insurance entities, and other services through its sister companies. With nearly 55 years in business, Boon-Chapman combines the legacy of a family-owned-and-operated company, with the energy and potential of a fast-growing enterprise of companies. A few of our benefits include:

• Paid holidays & competitive PTO that increases with tenure
• Full benefits package including healthcare, dental, vision, paid STD & life
• Casual everyday dress
• Access to a Medical Director for employees and their family members
• Work from home opportunities

Job Overview

As Director of Customer Service, you’ll be responsible for leading the Customer Service Teams in Austin and New Braunfels. You will also have the responsibility of maintaining effective Customer Service for all internal and external customers by utilizing excellent, in-depth knowledge of company products and programs as well as team members within the Customer Service Department. Key responsibilities include:

• Develop programs to enhance Customer Service Department.
• Responsible for employees’ training and development.
• Partners with the management team to align Customer Service department policies and systems with the company's objectives.
• Oversees customer issues and ensure effective and long-term problem resolution.
• Manage the phone reporting function
• Develops and implements procedures and process improvements pertinent to the effective and efficient operation of the Customer Service Department.
• Monitors Customer Service interactions and provides feedback on the delivery of standards of service to leadership team.
• Sets performance standards to meet service goals of company.
• Coaches Customer Service Team in order to achieve high performance.
• Measures Customer Service Representatives’ performance and makes employment decisions.
• Ensure successful recruitment and retention of a skilled and motivated workforce able to meet company goals and objectives.
• Provides timely feedback to the company regarding service failures or customer concerns.
• Provides timely feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.
• Responds to customer inquiries and problem solving in a professional and effective fashion.

Knowledge, Skills and Abilities

• At least five years in a Customer Service leadership role.
• Strong interpersonal skills with demonstrated ability to build relationships with virtual teams.
• Exceptional leadership, coaching, and people development skills.
• Well versed in call center technology and multiple queue management. Able to manage for results in a rapidly changing environment.
• Strong skills in Customer/Client focus.
• Exceptional written and verbal communication skills.
• Experience in change management and influencing other stakeholders outside of direct control.
• Medical terminology helpful.
• Prior TPA Customer Service experience a plus.
• Able to lead a Customer Service team with problem solving strategies.
• Able to multi-task and prioritize effectively daily with departments.

Physical Requirements

• Must be able to remain in a stationary position for 80% of the time.
• Must use close visual acuity to perform an activity such as: preparing and analyzing data and figures, transcribing, viewing a computer terminal and expansive reading.
• Must be able to lift or move items up to 20lbs.
• Must have the ability to move files, open filing cabinets and bend or stand as necessary.

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice