OneBridge Benefits
Manager, Customer Service
Are you driven to lead a team in providing service excellence? Do you thrive fostering and contributing to a collaborative environment? Do you revel in formulating strategies to enhance processes to create supportive customer experiences? If you answered yes to these questions, then our Manager, Customer Serviceopportunity is awaiting your exploration.
Who We Are:
OneBridge Benefits was founded in 2013 with the vision to create better technology to support account-based health plans. Fast forward to today and we continue to be in growth mode, as a premier healthtech company servicing over 250,000 participants with over 2 billion dollars in health accounts.
In becoming part of the OneBridge Benefits team you would be joining a group of bright, driven, and creative individuals. We have built an environment that creates opportunities for our people to serve greater roles within specialized teams as we never lose sight of the pursuit of individual passions. We strive to go above and beyond, and embrace open communication, collaboration, and flexibility to achieve our mission.
Check out our careers page for more information on the Company and our Core Values: onebridgebenefits.com/careers/
Your Opportunity with Us:
As the Manager, Customer Service, you'll be at the forefront of ensuring our customers receive quality top-notch support and assistance. Reporting to the Director of Customer Service, you'll have the opportunity to lead, motivate, and inspire a growing team while driving initiatives to enhance the overall customer experience.
A successful candidate would be ready to embrace the following key responsibilities:
Foster a welcoming and engaging work environment that promotes open communication, appreciation, transparency, and collaboration.Lead by example, setting clear expectations and standards to inspire and equip the team to provide an excellent customer experience.Implement tools, goals, and metrics to empower the team to achieve our high customer service standards in an efficient and productive way.Drive quality assurance processes to ensure a high quality and consistent customer experience while providing tailored feedback and guidance to team members.Utilize data-drive insights to identify trends and areas for improvement, making informed decisions to enhance operational effectiveness.Monitor key metrics and take proactive measures to address issues in a timely manner.Work with the Director of Customer Service to ensure adequate staffing and coverage to meet service level objectives.Support team members through navigating requests, address inquiries and resolve issues in a timely and effective manner.Provide guidance, coaching and support to foster a culture of ongoing learning, teamwork, and achievement of quality service standards.Train and develop team to grow skills and knowledge to deliver seamless quality service and ensure smooth daily operations.Develop a thorough understanding of company’s products and solutions along with staying updated on industry trends and best practices.
A strong candidate would have the following skills and qualifications:Proven experience in customer service management, ensuring client satisfaction and resolving issues efficiently.Highly organized, managing and prioritizing multiple projects, requests, and tasks concurrently, while maintaining attention to detail and meeting deadlines consistently.Experienced with analyzing data to develop insights and inform decisions, enhancing operational efficiency and driving business success.Clear and concise communication, with the capability to build rapport and effectively collaborate with other department managers.Aptitude for identifying challenges and working with a team to develop solutions.Demonstrates a high level of emotional intelligence, approaching interactions with empathy, understanding, and sensitivity.Ability to adapt to changing circumstances and thrive in a dynamic work environment where each day presents new challenges and opportunities.Capability to motivate and inspire others, assess the skill sets within a team, and delegate tasks effectively to optimize productivity and performance.
The OneBridge Way:At OneBridge Benefits we believe that company culture is paramount in creating enriching experiences, and we are grateful for how our culture has emerged over the past several years. Take a glimpse to see if it is a place where you could picture yourself thriving.We are dedicated professionals who know and care about each other like family (and some are).We are community builders and impact makers who prioritize giving back through involvement with the various charities that are important to our employees.We have numerous benefits including free downtown parking in a nearby covered ramp, a stocked kitchen with coffee and snacks, and a fully equipped gym.We have a casual office environment, welcoming you to be you.
Apply today to learn more about building your career with our OneBridge Benefits team.
Buffalo-Niagara Falls Area