Job Description

ROLE SUMMARY

The Customer Service Supervisor leads the day-to-day operations of the team to ensure the efficient use of resources, the accurate reporting of data and the effective delivery of benefit services to all internal and external members, customers, and key stakeholders. The Customer Service Supervisor works to ensure that staff comply with federal and state guidelines and policies.

JOB RESPONSIBILITIES

· Responds to highly complex oral and/or written inquiries and requests from customer (i.e., retirees, faculty, employees, local benefits offices, and other internal and external organizations)

· Supports manager in recommending and implementing solutions to improve operational controls and mitigate risks; acts as an advisor to units/sections to meet schedules and resolve escalated issues.

· Leads resource planning with the unit (i.e., developing back-up plans) to maximize the ongoing productivity of staff and technology and ensure operations run efficiently with adequate coverage during critical time periods and holidays.

· Provides direct supervision and guidance to staff members in the retirement, health and welfare, or benefits administration units.

· Audits departmental practices to ensure consistent implementation of best administrative practices.

EXPERIENCE REQUIREMENTS

· Minimum 3+ years’ experience in a supervisory role

· Experience in managing metrics ensuring customer satisfaction and reporting statistical performance levels related to operations.

· Experience overseeing all aspects of the performance management process, including staff evaluations and succession planning.

· Preferred: Knowledge of specific benefits areas (i.e., retirement, health & welfare, benefits administration) with a general knowledge of other areas of employee benefits and associated programs

· Preferred: Knowledge of pertinent federal and state regulations and filing and compliance requirements (both adopted and pending) that affect retiree benefits programs, including ACA, ERISA, COBRA, FMLA, ADA, Section 125, workers’ compensation, Medicare, OBRA, Social Security, and DOL requirements.

EDUCATION REQUIREMENTS

· Must possess a bachelor’s degree in Business Administration, Human Resources, Operations Management, Marketing, Public Health, or equivalent work experience.

Company Description

ABOUT TRC: TRC Staffing Services is committed to providing the very best service our industry has to offer. We believe it all starts with people. We aim to hire the best people in the industry and provide an environment that promotes their growth. Our clients understand the power of a strong, dedicated staffing partner and have the ability to leverage this partnership to their advantage. TRC Staffing Services, Inc. is an Equal Opportunity Employer and considers all qualified candidates for employment without regard to race, color, religion, gender, gender identification, sexual orientation, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.