Customer Service Manager

Who we are:

ManhattanLife Insurance and Annuity Company was founded in 1850, the Company’s longevity makes it one of the oldest and most reliable health and life insurance companies in the country. Operating successfully for 174 years is a testimony to ManhattanLife’s enduring history, and an indicator of the reliability of our future. ManhattanLife’s headquarters are in Houston, TX and the company is continually growing with multiple office locations nation-wide. ManhattanLife offers attractive employee benefits starting day one, including immediate coverage under our health, dental and vision plans. We offer flexible schedules, including shortened hours on Fridays, free parking, company-wide events, professional development (LOMA testing) and a company-wide wellness program.

Scope and Purpose:

We are seeking a Customer Service Manager for our Medicare Supplement department. The individual would be responsible for the overall supervision of Customer Service employees. As well as being accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers.

Duties and Responsibilities:

• Develop, motivate, evaluate, and coach staff on work procedures, proper call handling and teamwork delivering excellent customer service.
• Be visible and available to staff to answer questions, monitor calls and give ongoing feedback.
• Utilize available incentive programs to reward, recognize, and celebrate team and individual successes.
• Assess individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs; includes completion of monthly and annual scorecards.
• Develop and maintain strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives.
• Act as liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions.
• Proactively analyze constituent data, identifies trends and issues.
• Recognize and act on the needs to improve the development and delivery of products and services.
• Effectively apply and enforce ManhattanLife HR policies and practices, i.e., FML, Attendance, Code of Conduct, Disciplinary Guidelines.

Minimum Qualifications:

High School Graduate or equivalent (GED); Associate degree preferred.

Knowledge, Skills and Abilities:

• At least 3-5 years of experience leading a customer service team in at least a supervisory role.
• Experience with managing a call center environment.
• Excellent written and oral communication skills.
• Strong project management skills (financial, analytical, planning and implementation).
• Solid leadership skills including staff development.
• Outstanding customer service skills.

Travel Requirements:

This position may require light travel within a ten-mile radius from one office location to another as needed.

Professional Development:

• Establish annual objectives for professional growth.
• Keep pace with developments in the discipline.
• Learn and apply technologies that support professional and personal growth.
• Participate in the evaluation process.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle or feel objects, type, and use mouse; reach with hands and arms and talk and/or hear. The employee is required to sit for extended periods of time. The position may require lifting, pulling or moving items weighing upwards of 10 pounds as it relates to office or desk supplies.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee regularly works in an office environment. This role routinely uses standard office equipment such as computers, phones via WebEx, physical phone while in office, and photocopiers when necessary.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to the job at any time without notice.

AAP/EEO Statement:

ManhattanLife prohibits discrimination based on race, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation, or any other legally protected status. EOE Employer/Vet/Disabled. ManhattanLife values differences. We are committed to fostering an environment that attracts and retains a diverse workforce. With individuals from a variety of backgrounds, ManhattanLife will be better equipped to service our customers, increase innovation, and reduce risks. We encourage the unique perspectives of individuals and are dedicated to creating a respectful and inclusive work environment.