The Role

• 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

The Requirement

• 3 + years in customer service setting with management/leadership experience; health and benefits or pension experience required
• Associates or Bachelor’s a plus
• Experience working in a global company/ matrixed environment
• Strong interpersonal skills
• Demonstrate strong written and verbal communication and time management skills
• Ability and desire to encourage professional development of associates
• Strong proficiency in the use of desktop and web-based computer applications including Microsoft Office (particularly Word and Excel), Database and Software programs, Internet Navigation and Call Center systems; the ability to use several at the same time
• Strong attention to detail and excellent organizational skills
• Ability to communicate policies and procedures and ensure compliance
• Ability to work a flexible work schedule and be punctual to work
• Ability to successfully work in a team environment

WTW is an equal opportunity employer