Client Service Center Supervisor – Retirement & Benefits
Alerus
full-time
Posted on:
Location Type: Remote
Location: Minnesota • North Dakota • United States
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Salary
💰 $62,000 - $70,000 per year
About the role
- Lead a team to provide superior client service via phone, email, and chat
- Develop and train Client Service Center Associates, monitor performance, and handle elevated client interactions
- Conduct regular call monitoring to ensure a superior client experience
- Coach, motivate and counsel staff on performance including administering disciplinary action when necessary
- Conduct monthly one-on-one meetings with associates to communicate performance expectations and review performance plans
- Deescalate difficult client situations to ensure resolution and client satisfaction
- Maintain in-depth knowledge of Alerus products, services, and processes
- Schedule coverage, and monitor and approve timecards
- Ensure employees are appropriately trained and conduct monthly training sessions
Requirements
- Bachelor’s degree or equivalent experience in customer service
- 2 years of experience in financial and/or management level preferred
- 1+ year business experience in employee benefits, customer service, or accounting/bookkeeping preferred
- Previous call center and or telemarketing experience preferred
- Excellent written/oral communications and time management skills required
- Ability to prioritize and self-motivated
- Proven ability to adapt to a fast paced, changing environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer servicecall monitoringperformance managementemployee trainingdeescalation techniquestimecard managementfinancial servicesemployee benefitsaccountingbookkeeping
Soft Skills
leadershipcommunicationtime managementmotivationcoachingconflict resolutionadaptabilityself-motivationprioritizationperformance counseling
Certifications
Bachelor’s degree