Customer Service Team Lead – Employee Benefits (Remote) - Alera Group

E3 is seeking a remote Customer Service Team Lead to join their Employee Benefits team.   

Are you looking to be part of a company where you have exciting opportunities to learn, grow and make a positive impact?

Join a team where each employee is empowered to listen generously, speak straight, collaborate, and build each other up through mutual accountability and shared success?  

If that is what you’re looking for, this is your chance to be part of an amazing organization!

E3 Outsource is a US-based business that staffs a fully trained and educated call-center to handle our clients’ HR needs for their workforce. We are proud, trusted benefit experts empowering our clients to live confidently knowing the E3 Team is supporting their needs. As an Alera Group company, our teams have access to a national pool of industry-leading resources while maintaining our unique local capabilities, relationships, and commitment to the communities we serve. We provide the best of both worlds: national scope and local service.

As a Customer Service Team Lead, you must excel in providing best-in-class service to existing clients while working collaboratively with your Team. You'll be customer focused and provide client and administrative support. We take a highly personalized approach to clients’ needs and create value through teamwork and a focus on excellence in all aspects of our business.

Responsible for overseeing and assisting customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

Supervisory Responsibilities:

• Hires entry-level customer service employees.
• Trains new employees in the company’s customer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned staff to ensure adequate phone coverage.
• Coaches and develops team members to utilize tools and technology to optimize service delivery.
• Manages staff to maintain established performance metrics.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy and in partnership with the Director of Talent Management.

Duties/Responsibilities:

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
• Monitors or reviews calls or other correspondence between representatives and customers.
• Ensures that representatives are informed about changes to company products and services.
• Collects data and prepares reports on customer complaints and inquiries.
• Prepares monthly reports summarizing the assigned customer service team’s performance.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the VP of Operations or other appropriate staff.
• Assists with budget preparation for the Customer Service department.
• Performs other related duties as assigned.
• Answers customer calls and provide effective solutions at or above established performance standards.
• Handles escalated calls from SDR
• Leads special projects, and other key work and duties as assigned

Certifications & Licensing

Insurance License - Life & Health required 

Required Experience:

• At least 3 years of customer service or call center experience required
• Previous experience in a supervisory/team lead role highly preferred
• Benefits account manager/coordinator experience preferred 
• Benefits claims process understanding/experience is a must
• FSA/HRA/HSA/PFA experience/understanding is a must
• Proficient in Microsoft Office products, including Word, Excel, Power Point, OneNote, and Teams

Essential Skills:

• Proficiency in call center and insurance operational efficiency, standards, best practices, with strong knowledge of benefits administration services.
• Effective interpersonal skills in order to coach and lead individuals to their full potential, to meet company objectives, and to work cohesively in a team environment.
• Knowledge of modern call center technology including advanced features such as omni-channel or multi-channel functionality, speech analytics, voice sentiment analysis, call scripting, skills-based & capacity-based call routing, workforce management &optimization tools, reporting & metrics, and post-call surveys.
• Knowledge of client’s employee benefit system technology and related sub-systems and functions.
• Strong judgment, decision-making skills, and organizational abilities including problem-solving systematically and creatively.
• Knowledge of operations including process and workflow with the ability to recognize potential improvement opportunities, including productivity gains.
• Must have the ability to adapt and pivot with process and direction changes.

Behavioral/Technical Skills:

• Confidence to present to individuals at the senior management.
• Self-sufficient and able to independently manage time and operations.
• Creative problem solving, ability to leverage experience and learn from the past to develop new solutions.
• Polished written and verbal communication. Ability to share opinion, recommendations, and plan of actions clearly and confidently in written documents, power point presentations, and verbal communications.

Education:

Bachelor's degree Preferred

We offer comprehensive benefits to employees, including medical, dental, STD, LTD and life insurance, 401k, paid time off and much more.

Salary range of $40,000-$50,000. 

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

If you're a California resident, please read the California Consumer Privacy Act prior to applying.

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