Director of Customer Service

🔥 12 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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TASC (Total Administrative Services Corporation)

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1975

🏥 Healthcare

🛡️ Insurance

💼 Consulting

Healthcare • Insurance • Consulting

TASC (Total Administrative Services Corporation) is the nation’s largest privately held third-party benefits administrator, dedicated to improving employee health, wealth, and well-being. With nearly 50 years of experience, TASC offers a comprehensive suite of services including benefits administration for Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), and employer compliance solutions in a single integrated platform. Their innovative technology paired with exceptional customer care supports businesses of all sizes in maximizing employee benefits and navigating complex regulatory requirements, ensuring a seamless and efficient experience for both employers and employees.

📋 Description

• Develop and execute the overall customer experience strategy for a seamless lifecycle from onboarding through ongoing relationship management and customer care. • Design and implement customer experience programs, service standards and retention strategies. • Define, monitor and continuously improve customer experience metrics, including customer satisfaction, retention, service levels and operational efficiency. • Establish performance expectations, service standards and accountability measures aligned with organizational goals. • Provide leadership and direction to managers and supervisors. • Lead strategic retention initiatives, including At-Risk Large Client Processes, and develop solutions to improve retention. • Oversee high-quality customer service delivery to distributors, clients and participants via phone calls, support requests and chats. • Define and improve functional key performance indicators and service level expectations. • Measure, analyze and communicate individual resource and departmental performance for continuous improvement. • Conduct employee performance reviews and set functional direction for performance expectations. • Manage resourcing and functional budgetary requirements. • Operate within TASC’s Employee Handbook, Policies and Procedures. • Supervise Customer Interactions Supervisors and Managers and the Manager of Onboarding. • Perform additional duties as requested by Supervisor and/or Management.

🎯 Requirements

• Education and/or experience equivalent to a Bachelor’s degree from an accredited college or university with a degree in Business Administration, or related discipline. • 10+ years of progressive experience in a Customer Services Management capacity; customer experience, account management, customer success or customer service. • 5+ years of leadership experience managing leaders and customer-facing teams. • Experience leading customer lifecycle, retention and service delivery functions. • Ability to shape customer relationship management strategies into an improved marketplace position. • Knowledge of customer experience and life cycle and ability to establish service standards, optimize resources on department needs and provide efficient, high-quality service. • Ability to analyze customer experience metrics, service levels and operational performance to improve outcomes and support organizational goals. • Must meet the physical demands of the role, including regularly talking and hearing; sitting, standing, walking; using hands to finger, handle or feel; reaching with hands and arms; and close vision, depth perception and ability to adjust focus.