Not Authorized
You are currently not authorized to access this section.
Please contact your Administrator to change your authorization settings.
Please contact your Administrator to change your authorization settings.
Client Services Manager
Middleton, WI / Madison, WI / Sun Prairie, WI
Job Description
Position Summary:
Employee Benefits Corporation is hiring for a Client Services Manager. The Client Services Manager is responsible for the day-to-day leadership of an assigned group of Client Account Representatives, who are responsible for client relationship management.
This person may work in our Middleton, WI office, or be partially remote, depending on availability. Must be available for one day of onsite training and onboarding in person at our Middleton, WI office as well as available as needed for onboarding Client Services team members and other team meetings. In office requirements are not expected to exceed more than a few times a month, and some months may not be required to be in office at all and may work entirely remotely if desired.
Responsibilities Include:
Qualifications:
Preferred Qualifications:
We offer:
More About Us:
Employee Benefits Corporation administers a variety of employee benefits, from IRS-approved, tax-advantaged plans to COBRA and state-regulated continuation administration through informative education materials, dedicated reporting, creative plan design and expert customer support. We work with benefit brokers and consultants, employers and HR administrators, and benefit plan participants to offer top-notch workplace benefits and customer service. As a 100% employee-owned company, we are committed to using our experience, knowledge, creativity and technology to ensure our customers’ satisfaction with their plans and with our services. ?
Employee Benefits Corporation is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Our affirmative action program is available to any applicant or employee upon request.
If you need an accommodation as part of the employment process, please contact Human Resources via email at HumanResources@ebcflex.com or via phone at (608) 831-8445.
We are an equal-opportunity employer.
Employee Benefits Corporation is hiring for a Client Services Manager. The Client Services Manager is responsible for the day-to-day leadership of an assigned group of Client Account Representatives, who are responsible for client relationship management.
This person may work in our Middleton, WI office, or be partially remote, depending on availability. Must be available for one day of onsite training and onboarding in person at our Middleton, WI office as well as available as needed for onboarding Client Services team members and other team meetings. In office requirements are not expected to exceed more than a few times a month, and some months may not be required to be in office at all and may work entirely remotely if desired.
Responsibilities Include:
- Oversee the day-to-day operations of the Client Services team
- Establish, promote and foster a work environment that empowers employees and focuses on continuous improvement, customer centricity and collaboration
- Address customer service issues in a professional manner utilizing diplomacy and tact
- Coordinate workflow with other departments as needed during peak activity periods
- Track, monitor and report key operational performance measures as defined jointly with the Customer Experience Director
- Establish and maintain work schedules (e.g., staff hours, PTO), identify resource needs (including overtime), review needs with Client Experience Director, and allocate resources accordingly
- Proactively manage CRM database, ensuring the documentation of each customer interaction and action item by assigned staff in a compliant manner and in adherence to department standards
- Contribute toward enhancing client experience and process and product improvement through observation, trend identification and customer feedback
- Provide ongoing and timely performance feedback to team and complete written annual performance evaluations
- Recommend and assist in the development and implementation of company and departmental goals and objectives
Qualifications:
- Bachelor’s degree in business or related discipline; may be substituted with four years directly related work experience
- Minimum two years prior supervisory experienced to include completing performance appraisals, setting expectations, providing feedback and developing employees
- Minimum five years’ experience in customer-centric role
- Strong presentation and meeting facilitation skills
- Demonstrated success navigating and managing complex and escalated customer issues
- Proven strong organizational skills coupled with excellent multitasking abilities
- Demonstrated effective verbal and written communication skills, utilizing proper grammar, syntax and excellent business acumen
- Demonstrated experience in de-escalating client issues
- Strong attention to detail and critical thinking skills to help manage difficult situations
- Demonstrated ability to develop, maintain and foster relationships at all levels of the organization
- Demonstrated ability to maintain a positive, empathetic, and professional attitude internally and externally
- Demonstrated experience coordinating activities and tasks of a variety of resources toward a specific business goal
- Strong organizational and time management skills with proven ability to multitask and prioritize in a high paced environment with limited direction
- Demonstrated ability to guide clients through troubleshooting and navigating various company systems and the mobile application
- Computer proficiency in Windows-based applications along with a demonstrated ability to learn new software programs
- Intermediate proficiency with Microsoft Word, Excel, and Outlook
- Basic proficiency with Microsoft PowerPoint
- Demonstrated familiarity with electronic meeting facilitation tools
- Previous experience working with a Customer Relationship Management system (CRM)
- Ability and willingness to travel (1-2 times a quarter) to an outside client, meeting or conference during workday
- Possession of valid State Driver’s License and access to reliable transportation
Preferred Qualifications:
- Subject matter expert in Employee Benefits Corporation’s product offerings or equivalent experience in the health care industry
- Previous experience managing others
- Previous experience training others
- Certificate in Flexible Compensation (CFC) designation
We offer:
- A friendly, collaborative team environment
- A competitive compensation and benefits package that includes employee-ownership
- Opportunities for personal and professional growth
- Flexible scheduling to encourage and support a healthy work-life balance
More About Us:
Employee Benefits Corporation administers a variety of employee benefits, from IRS-approved, tax-advantaged plans to COBRA and state-regulated continuation administration through informative education materials, dedicated reporting, creative plan design and expert customer support. We work with benefit brokers and consultants, employers and HR administrators, and benefit plan participants to offer top-notch workplace benefits and customer service. As a 100% employee-owned company, we are committed to using our experience, knowledge, creativity and technology to ensure our customers’ satisfaction with their plans and with our services. ?
Employee Benefits Corporation is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Our affirmative action program is available to any applicant or employee upon request.
If you need an accommodation as part of the employment process, please contact Human Resources via email at HumanResources@ebcflex.com or via phone at (608) 831-8445.
We are an equal-opportunity employer.
Job Summary
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
2 to 4 years
Email this Job to Yourself or a Friend