Claims Intake Customer Service Manager

Job Summary

Managing a team of 12-15 associates, the full-time Claims Intake Customer Service Manager will oversee call center operations, ensuring exceptional customer service and fostering an inclusive team environment while working remotely or from designated Virginia locations.

Key responsibilities

• Oversee daily call center operations, setting performance metrics and team goals to ensure service excellence
• Coach and develop team members, using effective communication and reporting tools to drive accountability and improve productivity
• Handle escalated customer situations, ensuring timely resolutions and identifying process improvements to enhance the customer experience

Required qualifications

• 2+ years of leadership experience in a customer service environment
• Proven ability to develop and engage team members while building strong relationships
• Experience interpreting data and developing actionable plans based on trends
• Strong technical proficiency, including Microsoft Office and AI-enabled solutions
• Demonstrated experience in identifying and implementing process improvements