Manager, Customer Service

Summary Accountable for managing one or more teams responsible for customer service. Manages the day‑to‑day operations and workload issues for staff. Location & Hours This position is full‑time (40 hours/week) Monday to Friday and is located on‑site at 2743 Perimeter Parkway, Augusta, GA 30909. Position Purpose Responsible for leading one or more customer service teams to ensure the delivery of exceptional customer support. Oversees daily operations, manages workload distribution, coaches and develops team members, and addresses escalated customer issues. Monitors performance metrics, drives operational efficiency, and fosters a customer‑focused culture to achieve service and business objectives. Responsibilities Organize and manage customer service staff and/or customer service teams for a line of business or department. Assign work to associates within the team(s). Assist staff by providing guidance and assistance with questions and problems encountered. Handle escalated or sensitive customer matters. Manage performance to ensure that individual productivity, quality and timeliness standards are met. Monitor individual and team performance to ensure all customer requirements are met or exceeded. Monitor and analyze reports, statistics, processes, and resources to provide maximum efficiency and effectiveness for all functions. Ensure appropriate training for all associates to guarantee that the most current guidelines are always being followed. Conduct coaching sessions to ensure development of staff within the team. Conduct team meetings and communications to ensure consistency. Encourage, facilitate, and initiate process improvements. Ensure that the department is in compliance with all company and government regulations. Monitor expenses and prepare the annual budget for the team. Qualifications Education: Bachelor's Degree; or equivalency of 4 years job‑related work experience, or an Associate’s degree with 2 years job‑related work experience. Experience: 2 years of health‑related or customer service work experience; 1 year of supervisory experience or 1 year of equivalent military experience in grade E4 or above. Skills and Abilities: Excellent communication, decision‑making, analytical, and problem‑solving skills. Excellent interpersonal, time‑management, and leadership skills. Superior customer service orientation. Software and Tools: Microsoft Office. Benefits Subsidized health plans, dental and vision coverage. 401(k) retirement savings plan with company match. Life insurance. Paid time off (PTO). On‑site cafeterias and fitness centers in major locations. Education assistance. Service recognition and awards. National discounts to movies, theaters, zoos, theme parks and more. Equal Employment Opportunity Statement BlueCross BlueShield of South Carolina and its subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, genetic information or any other legally protected status. As a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilities and protected veterans. We are committed to providing equal opportunities in all phases of the employment process and to complying with applicable federal, state and local laws and regulations. We will provide reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy‑related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided those accommodations do not impose an undue hardship on the Company. Please email View email address on click.appcast.io or call View phone number on click.appcast.io with the nature of your request. We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer. #J-18808-Ljbffr