Empyrean · 14 hours ago
Client Interface Manager
United States
Full-time
Remote
Mid, Senior Level
2+ years expEmpyrean Benefit Solutions is a company focused on providing exceptional client support and service. The Client Interface Manager oversees client interactions in the service center, ensuring quality and efficiency in service delivery while maintaining strong relationships with clients and internal teams.
ComplianceEmployee BenefitsHuman ResourcesSoftwareWellness
Responsibilities
Analyze operational workflow to ensure quality, quantity, and efficiency standards are met or exceeded
Assist and advise staff members in resolving problems and issues that arise with internal and external customers
Interact with project team on a regular basis to determine needs or problems and provide appropriate, feasible solutions
Accept and resolve escalated customer service problems and calls from clients
Develop and implement action plans to improve ongoing customer service delivery for specified clients
Maintain a high level of professionalism and sense of urgency to ensure client and participant expectations are consistently met
Design, implement and monitor reports and communications on a regular basis
Participate in the development, implementation and improvement of departmental policies and procedures
Schedule and lead meetings with client and internal teams as necessary
Be prepared to discuss quality performance measurement standards for individuals and the department
Provide feedback and coaching suggestions to colleagues and team members
Support company programs to enhance employee engagement and career development for individuals on the team
Communicate to the management team the results of quality measurements, phone statistics, service trends and customer feedback as defined (daily, weekly, monthly, quarterly, etc.)
Be knowledgeable of the metrics to meet client service level agreements and speak to them as needed
Monitor and coordinate department functions to meet metrics required by customers and operations
Assist with recruitment, hiring and training of new employees and ongoing training and support for the team(s)
Participate in client implementation planning, documentation, support and team training. Ensure the team maintains a thorough understanding of the client’s plans and benefit regulations
Partner with L&D and management to ensure representatives understanding of all Empyrean systems utilized to complete work functions
Ensure data integrity with proper use of case management and other tools
Monitor all interaction channels to allow for full support of customer service deliverables
Participate in customer tours and assist with internal audits and special projects, as requested
Perform other job-related duties as assigned
Qualification
Required
Strong analytical and problem solving skills
Strong proficiency in MS Excel
Strong attention to detail and accuracy
Ability to be flexible and work under pressure to meet strict deadlines in a team environment
Strong interpersonal skills suitable for interacting with various departments
Effective verbal and written communication skills
Excellent listening and probing skills
Ability to carry out assigned projects to their completion
Self-starter and team motivator with excellent organizational and time management skills
Ability to lead, motivate, and coach an empowered team
Ability to balance competing priorities and respond timely to requests
Advanced presence with polished and well developed written and verbal communication skills
In lieu of Bachelor's degree, equivalent years of experience in customer service, human resources management, benefits administration or a related field
Understanding of health and welfare benefits, COBRA, and retiree direct billing
2 years of Benefit or Insurance Customer Service experience
2+ years of supervisor experience preferably in a call center
2+ years of experience as a Manager at Empyrean
Excellent attendance and punctuality are essential
Must be available to work on 8 hour shift anytime between 7 am – 10 pm, Monday through Friday
Preferred
Bachelor's degree preferred but not required
Health and welfare benefits administration experience preferred
Company
Empyrean
Established in 2006, Empyrean is a leading technology SaaS company empowering organizations with innovative technology and a service-first approach that accelerates employers’ benefits and employee retention strategies.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$52.99MKey Investors
FTV Capital
2019-11-25Acquired
2015-04-10Series Unknown· $10M
2013-02-27Series Unknown· $41.19M
Leadership Team
Kelly Clark
Chief Information & Technology Officer
Recent News
2024-01-20
Company data provided by crunchbase