Assistant Manager, Customer Service

Get To Know Us!

WebTPA, a GuideWell Company, is a healthcare third-party administrator with over 30+ years of experience building unique benefit solutions and managing customized health plans.

Location:

19100 Ridgewood Parkway San Antonio TX 78259

What is your impact?
The Customer Service Assistant Manager is responsible for managing a team of Customer Service Representatives with day-to-day responsibilities.

What Will You Be Doing:

DIRECTLY MANAGE TEAM of CUSTOMER SERVICE REPRESENTATIVES

• Serve as SME and primary point of contact for all escalation issues.
• Directly accountable for hiring new employees which includes partnering with Talent Acquisition team, conducting interviews, feedback and approvals. Manages Onboarding plan for new hires, coordinates with Talent Development training plans, check-ins and progress reports.
• Monitor and manage call queues; assess and assign CSR day to day deliverables, make adjustments when necessary to ensure appropriate staffing in queues and that performance guarantees are being met.
• Review call metrics and updates to team and individuals for errors and best practices. Partner with Internal Audit and Auditors in assessing metrics and areas of concern or improvement.
• Coach employees on performance. Checks in with employees on a regular basis via 1:1 meeting. Makes recommendations to CSR's and to Sr. Management for areas of opportunity. Conducts performance appraisals.
• Reward and recognize team members for successfully performing goals and objectives and fosters a team environment upholding company mission, vision, values.
• Partners with HR on issuing any disciplinary issues and terminations complying with established processes and procedures to ensure compliance and fairness.
• Serve as Timekeeper reviewing timecards. Submits requests for OT to Sr. Manager & Leadership for approval. Reviews and approves or denies PTO request based on needs of business.
• Manage and assist with dedicated email address boxes for clients

CUSTOMER SERVICE AND CLIENT CALLS

• Handle escalated calls from clients, members and providers. Ensure escalation calls are resolved in a timely manner.
• Assist by taking incoming calls as backup during high call volumes and in the absence of team members.
• Escalate calls to other departments when appropriate.
• Make call backs to customers as needed.
• Complete special projects.

Qualifications

• 2+ years related work experience in the health insurance industry
• 1+ years direct supervisory/management experience
• Excellent verbal and written communication skills are required.
• Qualified candidates will have a pleasant and professional phone voice.
• Ability to communicate to a variety of audiences to ensure a clear and concise message.
• Must possess good, basic computer skills.
• Able to demonstrate proficiency in Microsoft Office
• Related Bachelor's degree or additional related equivalent work experience

What We Can Offer YOU!

To support your wellbeing, comprehensive benefits are offered. As a WebTPA employee, you will have access to:

• Medical, dental, vision, life and global travel health insurance
• Income protection benefits: life insurance, Short- and long-term disability programs
• Leave programs to support personal circumstances.
• Retirement Savings Plan includes employer contribution and employer match
• Paid time off, volunteer time off, and 11 holidays
• Additional voluntary benefits available and a comprehensive wellness program

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for interns and part-time employees may differ.

General Physical Demands

• Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

We are an Equal Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission. All qualified applicants will receive consideration for employment.