Customer Service Manager

ParetoHealth • Salt Lake City, UT

8h • Hybrid

About The Position

The Customer Service Manager will provide advanced customer support, serve as a go-to resource for the customer service team, and assist with day-to-day operations. This role combines hands-on customer service responsibilities with people management, mentoring and training of team members, ensuring consistent and efficient service delivery. The Lead will focus on supporting escalated inquiries, coordinating complex tasks, and contributing to the overall success of the customer service team.

Requirements

• 3+ years of customer service experience, preferably in a leadership or advanced role within insurance, healthcare, or a related field.
• Strong problem-solving skills with the ability to handle complex customer inquiries and escalations.
• Effective communication skills, both verbal and written, with the ability to provide guidance and clarity.
• Strong organizational and multitasking abilities.
• Experience working in a team environment with a focus on collaboration.
• Ability to provide basic training and mentoring to new team members.
• Familiarity with CRM tools such as Salesforce, along with proficiency in MS Word, Excel, and PowerPoint.

Nice To Haves

• Bachelor’s degree preferred, or equivalent professional experience.

Responsibilities

• Acting as a player coach the lead will act as the primary contact for complex customer inquiries and escalations, ensuring prompt and effective resolution as well as management of customer service representatives ensuring adherence to expectations, training and knowledge.
• Support the team in delivering timely and accurate responses to customer requests.
• Assist with onboarding and training of new team members to familiarize them with processes and tools.
• Provide guidance to the team on handling challenging inquiries or troubleshooting issues.
• Collaborate with account management and other departments to address customer needs and resolve cross-functional issues.
• Oversee the maintenance of accurate records and reporting on customer inquiries and resolutions.
• Monitor and ensure adherence to service standards and quality guidelines.
• Identify and recommend process improvements to enhance service efficiency.
• Participate in special projects and initiatives as assigned.

Benefits

• Fully paid medical, dental, and vision benefits.
• Flexible PTO
• 401k company contribution
• Tuition reimbursement
• Professional development allowance
• Transportation allowance and daily parking reimbursement
• Engaging hybrid work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level