Customer Service Claims Manager

At S&S/Prime Line our people are our greatest resource - there’s never been a better time to join the team! We are incredibly proud to have a culture cemented in our icare core values; integrity, customer care, accountability, respect, and excellence. Our talented and diverse crew is filled with inspiring leaders and dedicated peers to best support and channel your purpose, allowing you to bring fresh ideas to the table.

Prime Line, the hard goods division of S&S, brings promotional product distributors top products in the best selling categories.  Backed by high achieving commercial groups, Prime Line is here to service every need a customer may have.

Position Summary

Direct Call Center activity by developing and managing staff and processes while ensuring the highest level of service and customer satisfaction.

Responsibilities

• Manage staff: select, hire, train, coach, develop and assure performance. Administer discipline and assure positive morale.
• Build Telephone Service Factor [TSF] awareness and set related goals for staff management to support this service measurement.
• Develop, monitor, and analyze statistical measures of staff performance to meet production and quality standards.
• Identify training, telephone, and other departmental needs and recommend solutions that would result in a higher level of service and improved employee productivity.
• Procure and develop resources to accomplish department objectives: staff, equipment, information, and training.
• Define the roles and duties of direct reports. This includes developing, measuring, and monitoring performance to positively affect the Call Center environment and its success.
• Establish plans for realizing business/service opportunities; integrate Customer Service into Sales and Marketing philosophies.
• Spearhead, train, and participate in special projects that relate to improved customer satisfaction.
• Foster and maintain a positive employee atmosphere by encouraging open communication and by adherence to good business practices. Capitalize on this natural motivator for success.
• Demonstrate flexibility in an ever- changing environment by innovative, creative, and solid decision-making.
• Assure customer service superiority through active benchmarking with best practices; develop an innovative or creative approach to increase the customers satisfaction.
• Ensure timely administration of departments performance appraisals.
• Develop a working knowledge of industry trends and understand the impact on the customer.
• Provide instruction, guidance, and progressive counseling to staff, as appropriate.
• Strategize with peers to ensure consistency with departmental procedures, processes, and communiqués.
• Act as liaison between Customer Service and other departments for the development of new programs and maintenance of existing programs.
• Represent departmental issues and ideas to senior management.
• Support the efforts of the sales department by providing guidance and leadership to the Account Specialists and Tele sales teams by assisting in the implementation of strategies and competitive business practices.
• Serve as a member of the customer service management team providing assistance as needed.
• Workforce Management (Avaya phone system) Ring Central

Qualifications

• Bachelors degree required.
• Demonstrated leadership skills in developing people to become self-reliant achievers.
• Strong oral and written communication skills.
• Strong time management skills; ability to manage multiple tasks and meet multiple deadlines.
• Ability to work with senior management; as well, ability to interface effectively and establish positive working relationships with individuals at all levels within the organization.
• Experience with Project Management.
• Results oriented with a sense of high standards no compromising the basics approach.
• Demonstrated proficiency with computer skills relevant to a call center.
• Working Knowledge of Human Resource policies and procedures.
• Working knowledge of Call Center Technologies.
• Ability to provide constructive feedback.
• Ability to utilize staffing software / act as Workforce Manager
• Minimum 3-5 years experience in Customer Service Management in a call center environment.
• Prior experience in developing high performance work teams.
• Managing in a team based environment.
• In depth understanding of call center technology (including staffing software)

Benefits

We offer competitive pay and a comprehensive benefits package to those who qualify. This may include:

• Medical, dental, vision and life insurance.
• Employee Assistance Program (EAP).
• Flexible Spending Account (FSA).
• 401(k)with company match.
• Company-paid Life Insurance and Short-Term Disability Insurance.
• Paid Time Off (Holidays, Vacation, and Personal/Sick).
• Employee Purchasing Program.
• Career Development and Tuition Reimbursement.

S & S| primeline is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. For more information about our commitment to equal employment opportunity, please review EEO is the Law EEO is the Law Poster Supplement.  S & S|primeline participates in the E-Verify program. Please click below to learn more about the E-Verify program. E-Verify Participation Poster (English and Spanish) Right to Work Poster .