Customer Service Manager- Remote USA based only

Job Description

SureCo is seeking an experienced and proactive Customer Service Manager to lead our customer support team. In this vital role, you will be responsible for developing and implementing customer service strategies that enhance client satisfaction and loyalty while fostering a positive work environment for team members. The Customer Service Manager will collaborate with various departments to ensure seamless service delivery and will play a key role in driving continuous improvement initiatives within the organization.

Key Responsibilities

• Oversee daily operations of the customer service department, ensuring timely and effective responses to customer inquiries.
• Develop and implement customer service standards and policies that align with the company’s mission and objectives.
• Lead, mentor, and motivate the customer service team, providing guidance and support to enhance performance and professional development.
• Monitor customer interactions and feedback to identify trends, areas for improvement, and develop action plans accordingly.
• Collaborate with cross-functional teams to resolve complex issues and improve processes, ensuring a seamless customer experience.
• Analyze customer service metrics and prepare reports for management, identifying successes and areas needing attention.
• Create and deliver training programs to ensure staff are equipped with the knowledge and skills needed to provide exceptional service.

Requirements

• Bachelor's degree in Business Administration, Communications, or a related field; equivalent experience may be considered.
• Minimum of 5 years of experience in customer service, with at least 2 years in a managerial role.
• Strong leadership skills with the ability to inspire and develop a team.
• Excellent communication and interpersonal skills to foster positive relationships with customers and team members.
• Proficient in customer relationship management (CRM) systems and Microsoft Office Suite.
• Exceptional problem-solving abilities with a focus on delivering results.
• Experience in the health insurance industry is a plus but not required.