Customer Service Manager

The AFTRA Health and Retirement Funds provide performers and their families with health and pension benefits and life insurance. It was the first such fund for any of the performing arts and resulted from collective bargaining agreements between the American Federation of Television and Radio Artists and industry producers. The AFTRA Health and Retirement Funds is an independent organization, not a Union subsidiary, agency or department. Its main office is located in New York City and a satellite office is located in Los Angeles.The Los Angeles office is seeking a Customer Service Manager. This is a management position requiring comprehensive working knowledge of health and pension benefits, call center concepts, practices, and procedures. Serves as a primary contact for problem resolution and information gathering regarding customer complaints and work assignments and manages the operations of the Los Angeles office.
Responsibilities include:- Manages all operations of the Los Angeles Office.- Provides leadership, coaching , and support to a team of Customer Service Agents;- Performs daily call monitoring and performance feedback;- Administers personnel functions such as interviewing, performance appraisals, and counseling;- Ensures goals are met or exceeded with regard to quality of work, operational productivity, employee retention and satisfaction;- Communicates and maintains customer service policies and procedures;- Interacts with participants regularly including for in-person consultations;- Maintains regular and frequent contact with peers to ensure consistent application of policies and procedures;- Prepares progress and productivity reports and maintains current employee documentation;- Monitors customer feedback and funnels to appropriate internal leaders to ensure that the organization continues to meet participant needs;- Responsible for ensuring that there is sufficient staff at all times for adequate telephone coverage, and that representatives are available to assist with walk ins;- Training call center staff (new hires and current staff);- Assist with phone calls when escalated to management level and if phones become backlogged;- Assist representatives with difficult or involved situations;- Handle any problems that may arise in conjunction with telephone system. This includes dealing with unexpected glitches that may occur with the phones and computer.
REQUIREMENTS
- Bachelor’s or Associates degree preferred;- 2 to 5 years of management experience in health benefits call center / customer service field;- Knowledge of medical terminology and billing practices;- Knowledge of Preferred Provider organizations and how they work;- Understanding of health and pension benefit plans;- Ability to multitask;- Must be able to handle multiple tasks and employee demands with patience and diplomacy.Must be able to use Microsoft Office applications;- Excellent oral and written communication skills;- Ability to work effectively with all levels of management, clients, and frontline employees;- Demonstrated ability to work successfully in a fast paced environment demanding self reliance combined with team spirit, people skills, and a well honed sense of urgency and priorities;- Ability to handle high-pressure situations;- Organizational and attention to detail skills;- Ability to communicate information and ideas effectively;- Ability to lead and motivate team of people;- Strong interpersonal skill required.
Candidates selected for further consideration will be contacted.
We are an Equal Opportunity Employer.