Customer Service Training Manager designs and delivers training programs for customer service representatives, team leaders, and supervisors. Prepares instructive updates and details on new products, features, and service offerings. Being a Customer Service Training Manager designs a training curriculum and role-playing exercises to develop selling, service delivery, issue resolution, and interpersonal communication skills. Creates and maintains documentation and resources used to instruct staff on service level standards, system tools, and policies and procedures. Additionally, Customer Service Training Manager assesses training effectiveness and defines future needs by reviewing and analyzing staff performance metrics. Typically requires a bachelor's degree. Typically reports to a head of a unit/department. The Customer Service Training Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Customer Service Training Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
POSITION SUMMARY
Under the supervision of the Customer Service Manager, responds to customer inquires and resolves customer issues, and provides information about eligibility, benefits and claims information during incoming/outbound calls or walk-ins and within written or electronic correspondence. Coordinates benefits with other insurance carriers and processes simple claim adjudication as well supports Claims Processing with data entry and claims up to Level 2. Responds to all inquiries and resolves issues in an efficient and timely manner, as established by Team Goals and Objectives.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Other Duties & Responsibilities
MINIMUM QUALIFICATIONS AND EXPERIENCE
Education
High School Diploma, or its equivalent.
Experience
Skills and Knowledge:
Note: The above information on this description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualification of employees assigned to this job. Hawaii Dental Service has the right to add to, revise, or delete information in this description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.