Supervisor, Customer Care

Title: Supervisor, Customer Care Department: Customer Care

Bargaining Unit: NBU Grade: N/A

Position Type: Exempt Hours per Week: 40

Position Summary

The Supervisor, Customer Care provides daily leadership and oversight to a Customer Care team in accordance with Company guidelines, regulatory requirements, and client needs.

"Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role."

Key Duties and Responsibilities

• Provides daily leadership and supervision to staff consistent with management values and mission.
• Assigns, distributes, and monitors quality and quantity of work produced, ensuring employees are held accountable for consistently meeting quality and production requirements.
• Develops staff through performance management, goal setting, training, and effective employee relations.
• Optimizes workflows/processes, tools, and staff allocation to ensure efficient and cost-effective day to day operations.
• Employs management oversight measures to ensure ongoing compliance with regulatory and legal guidelines.
• Reviews and approves timecards, time off requests, and validates the accuracy of labor allocations and payroll processing information.
• Maintains current knowledge of assigned Plan(s) and effectively applies knowledge.
• Remediates escalated claims issues, reviews plan changes, and attends to other client needs.
• Participates in new business presentations and client meetings as requested, attends benefit fairs, and assists in the implementation of new clients.
• Performs other duties as assigned.

Minimum Qualifications

• High school diploma or GED.
• Three years of experience working in customer service with one year in a lead or supervisory role.
• Understanding of call metrics and analysis, staffing models, and workforce management.
• Exceptional team player with the confidence and integrity to earn client and internal team confidence quickly.
• Strong decision-making and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple priorities.
• Exceptional analytical and problem resolution skills; ability to exercise independent, sound judgment.
• Ability to effectively manage staff remotely.
• Ability and willingness to travel as necessary.
• Computer proficiency including Microsoft Office applications and tools.

Preferred Qualifications

• Experience in a third-party administrator or health and welfare industry.
• Bi-lingual.

*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 of this job. Duties, responsibilities and activities may change at any time with or without notice.

Zenith American Solutions

Real People. Real Solutions. National Reach. Local Expertise.

We are currently looking for a dedicated, energetic Supervisor, Customer Care with the necessary skills, initiative, and personality, along with the desire to get the most out of their working life, to help us be our best every day.

Zenith American Solutions is the largest independent Third Party Administrator in the United States and currently operates over 44 offices nationwide. The original entity of Zenith American has been in business since 1944. Our company was formed as the result of a merger between Zenith Administrators and American Benefit Plan Administrators in 2011. By combining resources, best practices and scale, the new organization is even stronger and better than before.

We believe the best way to realize our better systems for better service philosophy is to hire the best employees. We're always looking for talented individuals who share our dedication to high-quality work, exceptional service and mutual respect. If you're interested in working in an environment where people - employees and clients - really matter, consider bringing your talents to Zenith American!

We realize the importance a comprehensive benefits program to our employees and their families. As part of our total compensation package, we offer an array of benefits including health, vision, and dental coverage, a retirement savings 401(k) plan with company match, paid time off (PTO), great opportunities for growth, and much, much more!

Internals to Apply:

If you meet the minimum qualifications and are interested in applying for the above position, please submit an application. All applications must be received by 5:00 pm on the Internal Posting Deadline listed above in order to be considered prior