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Customer Service Team Manager Job – Kansas City, KS 25826

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The Customer Service Team Manager position is responsible for the supervision of a Customer Service team(s). This position will be responsible for developing and recommending policies/procedures that ensure the achievement of departmental covenants, deliverables, and performance expectations. This position will also be responsible for growing and developing the Customer Service staff to ensure optimal employee contribution and retention.

This Customer Service Team Manager position will apply experience and judgment regarding the interpretation and application of established policies and procedures as they related to Navia’s Customer Service SLA’s.

  • Responsible for all departmental budgeting and forecasting

  • Manage daily operations (staffing, work distribution, and customer escalations)

  • Build and maintain effective operations committed to customer satisfaction as well as profitable growth

  • Conduct Performance evaluations and deliver performance reviews to staff

  • Provide the tools, training and environment required to ensure department employees achieve success

  • Conduct one-on-one training with staff to ensure optimal levels of performance

  • Assist staff in adhering to Navia established policies and procedures

  • Go-to person for escalated customer calls

  • Administers departmental bonuses, appeals, and audits/QA

  • Plans and executes CSR meetings

  • Other duties as assigned

  • Strong written and verbal communication skills.

  • Comfortable providing constructive feedback and administering disciplinary action

  • Expert level understanding of Flexible Spending Arrangements, Health Reimbursement Arrangements, Health Savings Accounts, Wellness benefits, and Commuter plans is preferred

  • Ability to adapt personal communication style to fit the needs of the team

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