OVERALL RESPONSIBILITIES:
The Customer Service Manager for Jumbo and Large Accounts at MagMutual is a pivotal role designed to enhance the service experience for high-value clients by overseeing and expanding Enterprise Service Plans. This role will manage complex service plans, address escalated issues, and collaborate across departments to ensure seamless product delivery. By providing proactive support, the Customer Service Manager will ensure a smooth and efficient policyholder journey, improving customer satisfaction, retention, and overall business growth.SPECIFIC DUTIES:Account Management and Client Support:
- Expand and manage Enterprise Service Plans for Jumbo and Large accounts, ensuring comprehensive and tailored service delivery.
- Respond promptly to escalated client inquiries regarding policy changes, coverage, and service issues.
- Address service plan enhancement requests and resolve client issues to ensure high satisfaction levels.
- Collaborate with internal teams, including Finance Operations, Account Management, and Underwriting, to provide consistent, proactive service across all complex accounts.
Operational Coordination and Efficiency:
- Work cross-functionally with Business Development, Finance, Operations, Independent Agents, and Underwriting to streamline service delivery and ensure consistent client experience.
- Track and manage progress on service plans, ensuring updates are communicated regularly to internal stakeholders.
- Support the development and refinement of processes that enhance operational efficiency and client experience.
Continuous Improvement and Growth:
- Contribute to the creation of tools and resources that enhance client experience and service plan offerings.
- Monitor client satisfaction metrics, identify areas for improvement, and provide recommendations for process enhancements.
- Ensure adherence to internal communication standards to improve account management efficiency and service delivery.
- Proactively identify and address service gaps, ensuring timely resolutions and overall account satisfaction.
- Stay informed on industry trends and best practices, applying this knowledge to ensure service excellence.
- Provide input on initiatives to enhance client retention, foster long-term business relationships, and support overall business growth.
QUALIFICATIONS, EXPERIENCE REQUIRED:
- Bachelor’s degree required.
- 5-10 years of experience in customer service management, preferably in a healthcare or insurance-related field.
- Proven experience in managing complex accounts and service plans for high-value clients.
- Strong understanding of customer service principles and account management best practices.
- Proficiency with Microsoft Office and Salesforce; familiarity with systems like Oasis, ImageRight, and QlikSense is a plus.
- Excellent problem-solving and analytical skills, with a keen attention to detail.
- Exceptional communication skills, with the ability to effectively manage client relationships and address escalated issues.
- Collaborative mindset, with the ability to work cross-functionally to improve service delivery.
- Proven ability to manage multiple complex accounts simultaneously, demonstrating adaptability and effective task prioritization.
- Ability to leverage tools and technology to streamline processes and enhance operational efficiency.
Location: This position can be based remotely within the U.S. or in our Atlanta, GA office. Salary Range: $80,000-$100,000Location: Atlanta Office
