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JOB REQUIREMENTS: Position Summary: Employee Benefits Corporation is hiring for a Customer Service Manager. The Customer Service Manager is responsible for the day-to-day operations of the Customer Services team, which responds to inquiries from plan participants, qualified beneficiaries, and supplemental plan members. This includes oversight of inquiries initiated via the call center, e-mail, U.S. Mail, and the website. This person may work in our Middleton, WI office, or be partially remote, depending on availability. Must be available for one day of onsite training and onboarding in person at our Middleton, WI office as well as available as needed for onboarding team members and other Operations team meetings. In office requirements are not expected to exceed more than a few times a month, and some months may not be required to be in office at all and may work entirely remotely if desired. Responsibilities Include: Oversee the day-to-day operations of the Customer Services team in collaboration with peer managers and under the direction of the Customer Experience Director Monitor quality of phone call and written communications of team and provide coaching as needed Address customer service issues in a professional manner utilizing diplomacy and tact Coordinate workflow with other departments as needed during peak activity periods Track, monitor and report key operational performance measures as defined jointly with the Customer Experience Director Establish and maintain work schedules (e.g., staff hours, PTO), identify resource needs (including overtime), review needs with Customer Experience Director, and allocate resources accordingly Proactively manage CRM database, ensuring the documentation of each customer interaction and action item by assigned staff in a compliant manner and in adherence to department standards Plan, prioritize, assign, coordinate and monitor the work of staff Qualifications: Associate degree in Business or related discipline; may be substituted with two years directly related work experience Minimum eight years of providing customer service in a professional office setting Minimum two years of experience managing, maintaining and overseeing customer relationship management tool Demonstrated success navigating and managing complex and escalated customer issues Proven strong organizational skills coupled with excellent multitasking abilities Demonstrated effective verbal and written communication skills, utilizing proper grammar, syntax and excellent business acumen Strong organizational and time management skills with proven ability to multitask and prioritize in a high paced environment with limited direction Intermediate proficiency with Microsoft Word, Excel and Outlook Basic proficiency with Microsoft PowerPoint Demonstrated familiarity with electronic meeting facilitation tools Possession of valid driver\'s license an... For full info follow application link. We are an equal-opportunity employer. ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/C9D9F3C6AC594EAB