Director - Customer Service
Pearl Carroll & Associates LLC - Latham, NY

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Directs and provides leadership to the Customer Service team to assure customer satisfaction by meeting/exceeding customer needs and expectations. Significantly contributes to the overall success of client relationships through achievement of client service level standards and customer retention goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
 Manages and mentors the Customer Service team to improve the team’s understanding of customer needs and assure customer satisfaction by meeting/exceeding those needs and expectations. Fosters a motivating and empowering work environment.
 Collaborates with supervisor and other business unit leaders to establish and monitor business unit KPIs in support of achieving or exceeding client service and business retention expectations.
 Responsible for performance goals, including service levels, abandon rate, call quality and accuracy as well as adherence to procedure and compliance requirements. Ensures that resources are appropriately allocated to meet or exceed these service standards.
 Uses objective tools to coach individual staff development. Outlines corrective action steps to promptly address performance shortfalls.
 Researches and responds to escalated customer service issues and addresses service errors or anomalies to effect prompt resolution. Takes initiative to contribute to development of long-term solutions to prevent recurring or similar errors or problems, with a “customer first” philosophy.
 Oversees quality control activities for Life & Health support units. Documents and reports results to applicable supervisors. Develops and monitors Corrective Action Plans (CAPs) when necessary.
 Reviews business system and performance data to measure productivity and goal achievement. Engages with Business Systems team and direct reports to optimize the customer service experience, improve retention and drive process efficiency.
 Maintains a working knowledge of customer service “best practice” models, client contract provisions and business requirements, applicable state and federal regulations and other industry standards/updates.
 Maintains a working knowledge of tools used to support administration of services for clients, with an ability to train new and existing employees in system use and optimization.

Directly supervises the Team Leader, Customer Service Representatives and Customer Support Analyst. Carries out supervisory responsibilities in accordance with the Company’s policies, procedures and applicable laws. Responsibilities include interviewing, hiring, promoting and training employees; planning, assigning, directing and approving work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; and recommending salary adjustments.

Education and Experience:

 Bachelor’s degree in business administration or related field; 3+ years experience in a customer contact operation, with a minimum of two years supervisory experience; or an equivalent combination of education and experience. Knowledge of life/health insurance industry and call center technologies preferred.
 Proven ability to coach and mentor others with specific and measurable objectives in areas such as people management, leadership and quality.
 Strong interpersonal and communication skills, with demonstrated ability to provide client-centric service.
 PC proficiency including word processing and spreadsheet software.

Certifications and Licenses:
Life, Accident & Health license desirable

Machines, Equipment or Software Used:
This position requires the regular use of a personal computer and general office machines. The ability to use the following software/systems is required: JMMAX, LuminX, TeleMagic, CIS, Word, Excel, Outlook and Internet Explorer.