• 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

Please refer to job description.