Customer Service Manager

Job Summary:

The incumbent in this position is responsible for overseeing and managing the technical and operational functions of the Customer Service Department including, but not limited to; compliance with company standards and industry best practices; to ensure consistent delivery of quality services; to assess and identify training needs, as well as staff development and assist with staff questions.  Maintains customer satisfaction by providing problem-solving resources; managing staff.

Minimum Qualifications:

  • Bachelor’s Degree in a related field or 7+ years Customer Service Management experience
  • Call center management
  • Health insurance experience required
  • In depth knowledge of customer service principles and practices
  • Complex Problem Solving/Process Improvement:  ability to identify complex problems and review related information to develop and evaluate options and implement solutions
  • Detail oriented with strong customer service skills
  • Customer focused with excellent verbal and written communication skills
  • Capable of meeting time-sensitive deadlines and multi-tasking.
  • Proficient in working with spreadsheet applications such as Microsoft Access, Excel and other MS Office suite products.   
  • Ability to be flexible in prioritizing workloads to meet changing deadlines
  • Ability to maintain strict confidentiality
  • Ability to handle constantly changing situations with ease; dealing with a variety of people and conflict resolution

    Essential functions and responsibilities:

  • Accomplishes customer service staffing objectives by recruiting,selecting, orienting, training, coaching and development of new and existing staff to get them to the next level;
  • Identifies training opportunities and works with team leads to develop staff;
  • Lead by example to demonstrate behaviors that you want the Supervisors and Team Leads to absorb and develop;
  • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans; preparing and completing action plans; implementing production, productivity, quality and customer service standards;
  • Meets customer service financial objectives by forecasting requirements for the annual department budget;
  • Determines customer service requirements by maintaining contact with customers, conducting surveys, forming focus groups and benchmarking best practices;
  • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing necessary changes;
  • Ensure company standards are met for service level and abandonment rate;
  • Assess number of calls coming in on a daily basis to determine staffing needs;
  • Ensure calls and emails are returned within 24 hours;
  • Conducts performance reviews of Supervisors and reviews staff performance reviews;
  • Works to boost morale of customer service staff and decrease department turn over rate;
  • Participate in RFP responses;
  • Keep current with benefits for each account;
  • Handle escalated calls;
  • Communicate with agents and clients on escalated issues;
  • Work with other departments to ensure customer service is aware of any issues/concerns;
  • Assist Account Managers and mentor others;
  • Ensure the necessary resources and tools are available to drive results and ensure quality customer service delivery;
  • Other duties as assigned.

    Standards need to be met as follows:

  • Procedural Accuracy of 98%
  • 85% of calls answered within 30 seconds
  • Abandonment rate below 4%
  • Average talk times below 4 ½ minutes
  • Calls and emails responded to within 24 hours

    Please send your resume and completed application to CHP Human Resources at:

    Mail: Consolidated Health Plans, Human Resources, 2077 Roosevelt Avenue, Springfield, MA 01104-3503

    Fax: (413) 452-5329 Attn. Human Resources


    Phone: (413) 733-4540 ext. 120


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    For more information contact us at or call us at (413) 733-4540 ext. 120