Customer Service Manager – Retiree Health Services

🔥 0 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $50k - $60k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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Alight Solutions

WebsiteLinkedInAll Job Openings

10,000+ employees

🤝 B2B

🏥 Healthcare

☁️ SaaS

💰 $22.5M Post-IPO Secondary - Alight Solutions on 2023-08

B2B • Healthcare • SaaS

Alight Solutions is a leading benefits administration provider that delivers health, wealth, leave, and related HR point solutions for large organizations and their employees. The company helps manage benefits administration and human capital-related processes for enterprises, serving many of the world’s largest organizations and over 30 million people. Alight also emphasizes product and technology roles, corporate sustainability, total rewards, and a focus on transforming lives and organizations by maximizing health, financial and work wellbeing.

📋 Description

• Drive results through daily, weekly, and monthly management routines • Ensure the team meets or exceeds key metrics • Manage outbound activities including appointment confirmation, courtesy calls, web chat, and email • Manage inbound call teams with focus on efficiency, referrals, accuracy, compliance, and quality • Monitor Customer Service Associates’ daily performance against monthly objectives and goals • Address positive and negative performance issues promptly and drive accountability and improvement • Achieve individual and team targets through coaching, planning, and motivation • Ensure associates meet individual and team operational metrics and KPIs • Ensure service center operations function smoothly • Identify adjustments needed to achieve KPIs • Handle and supervise customer complaints and escalations related to Retiree Health Solutions delivery • Partner with Alight teams to maintain CSA skills, schedule accuracy, process compliance, and stable operational delivery

🎯 Requirements

• Ability to multitask • Excellent computer skills and desktop navigation • Proven ability to maintain a calm and professional demeanor in a fast-paced business environment • Excellent written and verbal communication, customer service, and rapport-building skills • Aptitude for understanding insurance details or complex information • Medicare knowledge is a plus • Initiative and good problem-solving skills • 2+ years of supervisory or team lead experience • High proficiency in leading agents to overcome objections, engage customers, and schedule appointments • Ability to change agent behavior and drive improved, sustained results • Work authorization in the United States without current or future visa sponsorship requirements • Successful completion of a role-dependent background check

🏖️ Benefits

• Health, dental and vision coverages starting Day One • Wellbeing programs • Retirement plans with contribution matching • Generous time off • Parental leave • Continuing education • Career growth opportunities • Flexible working arrangements wherever possible • Competitive total rewards package • Continuing education and training • Bonus and/or incentive eligibility determined by role and level