Manager of Customer Service

Feel Good About Doing Good

The Knights of Columbus is a tax-exempt Catholic fraternal benefit society that provides financial security to members and their families through our life insurance, long-term care insurance, disability income insurance, investment and annuity products. Charity is at the core of our missions: our profits are donated to help those in need and to support our faith - $1.73B over the past ten years.

While we have many employees who are not Catholic, we follow the Church's teachings in our investment strategies and our employee benefits. As part of our religious mission, we support the pro-life cause by contributing to the March for Life and pregnancy resource centers, we oppose assisted suicide and euthanasia, we are evangelists for the Catholic faith, and we help Christians who are facing religious persecution in the Middle East. We all work together to support our two million members as they volunteer to help others in their parishes and communities around the world.

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Overview

The Customer Service Manager position is a key driver in the overall service model utilized within Insurance Operations. Charged with the day-to-day front-line management of our Customer Service Representatives, their sphere of influence will touch on new hire decisions, onboarding, training, scheduling, feedback, and progressive coaching.


Colleagues at the Manager level should become subject matter experts with expertise in our operating systems and products. Further expertise should be exhibited in working with peers in our Operation Groups including but not limited to: Annuities, New Business, Underwriting, Payment Receipts, Certificate Service and General Office. Skilled communicators, this role requires the ability to transfer knowledge/information to both colleagues and clients at their level of understanding. It also requires the ability to easily digest new information and bring their teams up to speed quickly.

Core Responsibilities

• Understands the principles of a metric driven Contact Center and is able to drive performance within their team.
• Quality focused - must be able to utilize live and recorded call data to coach team and ensure compliance with department procedures. Conduct monthly 1-1 coaching sessions with each CSR.
• Must be able to multi-task and enjoy working in a vibrant/changing work environment.
• Supervise the activities of the Customer Service Representatives in real-time to ensure timely service and be able to enact change in workflow, process queues to ensure service levels are met.
• Share knowledge - partner with peer group with Insurance Operations. Share best practices, provide insight on upcoming technology releases - be part of the solution.
• Is an active trainer - beyond new hire sessions - each day is a new learning opportunity that can be shared with the team.
• Responds to and resolves escalated questions and issues. Escalates and follows to completion requests to provide superior customer service to members and agents.
• Assists in process improvement efforts. Recommends changes in systems and procedures for Customer Service and other departments when beneficial to the overall work-flow and customer experience.
• An active participant in the hiring process: pre-screening, candidate selection, onboarding
• Is a positive example to team - projects the values of the Knights of Columbus while providing best in class service.
• Coordinates with Human Resource, ITS and external vendors as necessary to ensure resource and technical issues are addressed and resolved.

Authorization to work in the United States is required.

This position is not eligible for visa sponsorship.


Skills Qualifications

Required : MS One Note, MS Office (Excel/PowerPoint etc.), L70, AWD, Ingenium, 8x8

Preferred : Cloud Based Telecom Experience (8x8), Work Force Management Software (Calbrio), CRM (MS Dynamics)

Education

BA/BS or commensurate work experience

Compensation

The wage range for this role takes into account a broad array of factors that are considered in making compensation decisions, including but not limited to: skill sets; experience and training; licensure and certifications; and other business and organizational needs. The range below applies as long as the work is performed in Connecticut; the Knights of Columbus reserves the right to adjust the wage range if the position is performed in another location. At the Knights of Columbus, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $72,000-$122,500.

Physical Demands

Must be able to remain in a stationary position for a majority of the workday.
KofC Cares

Our mission is focused on family and faith, and we support our employees in seeking a balanced life.

Employee benefits include:

Time Away: 13 paid holidays per year in addition to vacation and paid sick leave, and flexible workweek schedules.

Professional Development: Certifications, designation, and tuition reimbursement.

Retirement Benefits: 401(k) retirement savings plan with matching company contributions, and cash balance retirement plans fully funded by the company.

Health and Wellness:

• Short-term disability and term life insurance fully paid for by the company;
• Up to 12 weeks of childbirth leave under STD policy.
• One week of fully paid parental leave for all new parents, including adoptive and foster parents.
• A variety of health insurance options, including premium-level family coverage and a pre-tax Health Savings Account with employer contributions. The Order's health plans do not cover abortion, sterilization, or contraception, and the Order has helped advocate for other employers who do not want to provide coverage.
• Long-term disability insurance;
• Dental insurance;
• Vision insurance;
• Health club membership reimbursement;
• Employee Assistance Program