The Role

Provide role model leadership for Customer Service Representatives  Ensure schedules are communicated and performed accordingly by CSRs Ensure established practices and work processes, tools and methodologies are being utilized Coordinate staffing with various Service Center Managers  Assist in training and developing associates in the Customer Service Center  Foster teamwork, positive morale, and open communication  Handle client escalations as directed/needed Handle participant interactions as necessary during periods of high call volume Perform customer service support and meet clients' day-to-day administrative needs with respect to benefit plans  Provide technical support and assist customers in using web-based, employee self-service tools, and be able to troubleshoot basic technical support issues for CSRs  Respond professionally to customer inquiries/complaints received via phone, e-mail or chat and ensure that appropriate action is taken, including follow up  Research participant questions and plan issues  Maintain complete and accurate call and case notes  Work closely with other customer service representatives and client representatives  Complete special projects as needed  Communicate on a proactive basis  Participate in team meetings and training and may participate in client status meetings Read and understand the client's plan documents, amendments and online knowledge base tools, etc.  Participate in development of knowledge base tools and client implementation  Monitor staff and call management system queues/metrics to consistently meet Service Center performance metrics and quality goals  Work with Client leadership to ensure client cases assigned by CSRs are handled in a timely fashion  Provide back-up coverage for Client leadership through direct support or coordination of coverage with the client team Perform other duties as assigned

 

The Requirement

3 + years in customer service setting with management/leadership experience; health and benefits or pension experience requiredAssociates or Bachelor's a plusExperience working in a global company/ matrixed environmentStrong interpersonal skillsDemonstrate strong written and verbal communication and time management skillsAbility and desire to encourage professional development of associatesStrong proficiency in the use of desktop and web-based computer applications including Microsoft Office (particularly Word and Excel), Database and Software programs, Internet Navigation and Call Center systems; the ability to use several at the same timeStrong attention to detail and excellent organizational skillsAbility to communicate policies and procedures and ensure complianceAbility to work a flexible work schedule and be punctual to workAbility to successfully work in a team environment

WTW is an equal opportunity employer