Customer Service Manager
Location: Jericho New York
Description: Aon is looking of Customer Service Manager right now, this career will be placed in New York. For complete informations about this career opportunity please give attention to these descriptions.
- DEVELOPS and IMPLEMENTS processes and procedures that will ensure the quality delivery of all Customer Care functions as defined within the administrative agreements with Aon Affinity clients.
- COORDINATES with internal and external resources to insure that Affinity Customer Care is delivering a competitive offering that provides increased value to our client’s customers.
- DIRECTS, MONITORS and MANAGES all outside vendors that provide Customer Care services in what and how the Customer Care functions are delivered to the customer.
- KEY CONTACT for client customer care matters, both strategic and tactical in nature, conveying proactive subject matter expertise.
- UNDERSTANDS our client relationship and working with partner/vendor relationships to delivery customer care. Brings a sense of urgency to the work at hand and provides detailed follow-through on all desired actions.
The functions included are: Inbound Call Center activities, delivery of all customer correspondence to the customer, adequate computer systems to deliver appropriate services to the customer and proper reporting on ! customer activities to the Aon Affinity clients.
Call! Center
Management Activities
- Problem Management Control procedures
- Coordination of resources within the partner sites.
- Service level management adherence
- Set standards for monitoring with clients
- Adherence to scripts
- Quality of speech, phone etiquette, tone and pace
- Use of system
- Product Knowledge
- Product
- System
- By Client Care Level report
- By Client Dashboards
- Review and critic daily call volume reports from call center
- Perform site audits based on client contracts
- Review system customer care functions and recommend improvements
- Monitor customer care quality and timeliness goals
- Work with client & marketing team to develop IVR and telephone scripts
- Gather input and suggest improvements on telephone scripts
- Develop and deploy branded program phone tree/call flow diagrams
- Maintain inventory of branded program phone numbers
- Develop effective methods to gain customer feedback on all aspects of customer care
- Make recommendations for improvements and deploy the approved recommendations
- Maintain relationships with contracted third parties supporting Affinity Customer Care services
- Monitor relationships to ensure quality services and competitive prices. Understand client contract obligations set forth by Aon Affinity Legal team to ensure compliance for services offered.
- Working with call centers, fulfillment, benefit! processing and systems areas, to positively influence a course of action and to function in a matrix management environment.
- Strong management, customer care leadership and project management skills
- Strong telephone technology experience to include IVR set up overview, routing and backend reporting experience with Web integrated platforms to include scripting and self service is desired
- Exceptional interpersonal skills in a team environment, capable of interacting with major client
- Strong communication skills, both verbal and written
- Demonstrated project management work experience
- Strong organizational, multi-tasking, time management skills High level of expertise with software, specifically Microsoft Excel. Strong analytical skills, reporting capabilities and ability to analyze information to help make sound business decisions.
- Minimu! m 5 years experience managing or supervising people
- Good interpersonal skills with a proven ability to facilitate groups to consensus
- Demonstrates sound logic when solving problems and the ability to effectively communicate and suggest new ideas and business practices to management
- Some degree of travel may be required (25-35% per month)
- Bachelor’s Degree and 5 to 10 years call center management experience required.
- 5-10 years customer care, sales service or operations management experience in a financial services or insurance environment
- Experience with the Microsoft office suite products with a strong proficiency in Excel and Word.
All positions at Aon req! uire an applicant who has accepted an offer to undergo a background che! ck. The checks run are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Aon, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Aon’s employment policies. You will be notified during the hiring process which checks are required by the position.
Aon's professionals are unwavering in their client focus and integrity. We promote diversity, professional development, frugality and stewardship, applying a disciplined non-bureaucratic approach to help our clients realize their business potential. Drawing on our experie! nced team as a competitive advantage, Aon employees have the freedom to take risks, foster innovation, champion for change and replicate best practices.
For more information about Aon Corporation, visit our website at http://www.aon.com.
Aon is an equal opportunity employer committed to a diverse workforce. M/F/D/V
DISCLAIMER:
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
Jericho, New York United States
Jericho, NY United States
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If you were eligible to this career, please email us your resume, with salary requirements and a resume to Aon.
If you interested on this career just click on the Apply button, you will be redirected to the official website
This career starts available on: Mon, 01 Jul 2013 19:32:19 GMT