Employee Benefits- Customer Service Manager (Hybrid)

Employee Benefits- Customer Service Manager (Hybrid)

At Equitable, our power is in our people.
We're individuals from different cultures and backgrounds. Those differences make us stronger as a team and a force for good in our communities. Here, you'll work with dynamic individuals, build your skills, and unleash new ways of working and thinking. Are you ready to join an organization that will help unlock your potential?

Seeking a highly motivated and experienced Customer Service Manager to support the Employee Benefits inbound Customer Service team. This role requires a proven record to build processes and teams needed to prioritize and track customer issues, support sales, marketing, and brand strategies, and promote a customer centric environment.

This position is located in Charlotte, North Carolina or Syracuse, New York and is on a Hybrid schedule and will be supporting the Employee Benefits/RWMP department.

Job Responsibilities:

Process Optimization:

• Design and implement efficient and effective Customer Service processes to handle complex inquiries, complaints, and escalations.
• Continuously analyze existing processes, identify areas for improvement, and implement changes to optimize workflow and enhance customer satisfaction.
• Design and manage team footprint and capacity models in support of business cycles, including rapid growth of business
• Identify opportunities for automation and other technology to proactively address needs of customers.

Performance Management:

• Support and grow relationships with internal and external customers to develop and implement solutions based on trends.
• Prepare regular and ad-hoc reports to senior management, offering insights into team performance, customer feedback, and operational efficiency.
• Lead by example, setting high personal performance and leadership standards and driving ownership and accountability.
• Support onshore and offshore Customer Service team
• Day to day management of KPIs to ensure service levels are met and develop solutions.

The base salary range for this position is $68,000,000-$102,000. Actual base salaries vary based on skills, experience, and geographical location. In addition to base pay, Equitable provides compensation to reward performance with base salary increases, spot bonuses, and short-term incentive compensation opportunities. Eligibility for these programs depends on level and functional area of responsibility.

For eligible employees, Equitable provides a full range of benefits. This includes medical, dental, vision, a 401(k) plan, and paid time off. For detailed descriptions of these benefits, please reference the link below.

Equitable Pay and Benefits: Equitable Total Rewards Program

#LI-HYBRID

Required Qualifications:

• 5 years minimum Customer Service management experience
• Demonstrates proficiency with leveraging technology to optimize Customer Service capabilities
• Strong written/verbal communication skills
• Ability to operate in a dynamic and fast-paced team environment.
• Possess a high level of reliability, responsibility, and organization
• Experience with management of offshore vendors.

Preferred Qualifications:

• Ability to effectively communicate and collaborate with diverse teams and stakeholders.
• Strong analytical and problem-solving abilities to address complex issues and develop innovative solutions.
• Demonstrated capability to make informed decisions in high-pressure situations while considering multiple perspectives.
• Ability to adapt to a fast-paced and evolving work environment, managing changing priorities and deadlines effectively.

Coaching Others: Knowledge of coaching and mentoring concepts and methods; ability to encourage, motivate, and guide individuals in learning and improving effectiveness.

Communicating Complex Concepts: Knowledge of effective presentation tools and techniques to ensure clear understanding; ability to use summarization and simplification techniques to explain complex technical concepts in simple, clear language appropriate to the audience.

Customer Support Function: Knowledge of the major responsibilities, accountabilities, and overall organization of the customer support function or department; ability to properly support customer inquiries and bring problems to a timely resolution.

Customer Support Operations: Knowledge of customer support techniques, tools, technologies, and best practices; ability to utilize all aspects of customer support operations to manage a call center.

Customer Support Systems: Knowledge of principles and techniques used in customer support and ability to use applications, hardware, software, networking, and the applications environment used for customer support.

Customer Support: Trends and Directions: Knowledge of the marketplace and new developments in customer support; ability to predict trends related to the Customer Call Center or Support function.

Listening: Knowledge of effective listening issues and techniques; ability to gather, clarify, and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker.

Managing Multiple Priorities: Knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Relationship Building: Knowledge of the importance of creating positive relationships within the team and ability to develop trusting relationships by valuing others' concerns and contributions.

Telephone-Based Customer Servicing: Knowledge of Customer Service delivered via telephone; ability to deal with handling customer inquiries and responses received by telephone.

Diversity, Equity and Inclusion: Demonstrates a commitment to Diversity, Equity and Inclusion by treating everyone with respect and dignity, ensuring all voices are heard and advocating for change.

ABOUT EQUITABLE
At Equitable, we’re a team of over ten thousand strong; committed to helping our clients secure their financial well-being so that they can pursue long and fulfilling lives.
We turn challenges into opportunities by thinking, working, and leading differently – where everyone is a leader. We encourage every employee to leverage their unique talents to become a force for good at Equitable and in their local communities.
We are continuously investing in our people by offering growth, internal mobility, comprehensive compensation and benefits to support overall well-being, flexibility, and a culture of collaboration and teamwork.
We are looking for talented, dedicated, purposeful people who want to make an impact. Join Equitable and pursue a career with purpose.
**********
Equitable is committed to providing equal employment opportunities to our employees, applicants and candidates based on individual qualifications, without regard to race, color, religion, gender, gender identity and expression, age, national origin, mental or physical disabilities, sexual orientation, veteran status, genetic information or any other class protected by federal, state and local laws.
NOTE: Equitable participates in the E-Verify program.
If reasonable accommodation is needed to participate in the job application or interview process or to perform the essential job functions of this position, please contact Human Resources at (212) 314-2211 or email us at TalentAcquisition@equitable.com.