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Client Service Manager
Trion™, one of the nation’s largest privately-held
benefits firms, advises clients on the strategy, design, financing,
delivery, communication, ongoing planning and management of all health
and welfare programs. Trion™ is the premier benefits consulting/outsourcing firm and broker organization serving the healthcare industry for the past 10 years. Trion™ recruits,
trains and retains individuals who have the right skill sets,
experience, and attitude to help our clients meet their benefit
challenges.We look for, respect and value the diverse qualities and backgrounds individuals bring to the firm.Our
culture fosters an open, collaborative and positive environment that
encourages every employee to grow, contribute and succeed! If
you are a bright dynamic individual looking to join a rapid growth
company that offers opportunity combined with a collegial team
environment and possess the skills below, we look forward to hearing
from you. For more information about Trion™ please
listen to a podcast with Rob Popolizio, Trion’s Benefits Administration
Practice Leader, in an interview with Jobs-in-Pods describing Trion’s
culture, work environment, and the many positive attributes of joining
the Trion Team! Click below to hear about working at Trion!
BRIEF
DESCRIPTION
As a member of the consulting
division, the Client Services Manager (CSM) will oversee all aspects of
Trion’s service department. Hire, train
and manage the client service team ensuring that customers are retained,
satisfied and their needs are fulfilled.
The CSM is responsible
for designing and implementing improved process or operational policies. Will
work in conjunction with senior management to refine and develop Trion’s
service offering in the market. This includes establishing service levels, recommending
changes to products or services. Resolves difficult issues regarding client
complaints and other matters. Works closely with managers in other departments,
such as sales, on updating policies and procedures for client services.
ESSENTIAL
DUTIES AND RESPONSIBILITIES include, but are not limited to, the
following:
Client Service management
- Direct staff management of the client
service team and results.
- Responsible for all hiring, training and
development needs.
- Represent the Service Team across the organization.
- Handle client escalations from the
CSR’s.
- Quickly assimilate the
existing and future challenges of Trion’s service team.
- Continually assess existing
infrastructure (people, process, systems and data) for improvement areas.
- Set the standard for Trion’s service
delivery.
Implement Best Practices
- Establish Trion’s service delivery standards,
infrastructure and operating model.
- Identify
and document improvement areas and recommend solutions.
- Continually build and further define
Trion’s service differentiators.
- Manages current and future projects and
sees through to completion.
- Perform root cause analysis and implements
proactive service delivery solutions.
- Create measurement and reporting capabilities to assess progress.
Increase Capabilities
- Optimize Trion’s service infrastructure
and model.
- Manage the implementation and adoption
of service tools (systems, processes, etc…).
- Leverage existing CRM and Knowledge
Sharing (KS) capabilities wherever process for business gain.
- Document,
train, support and troubleshoot all CRM and support related inquires.
REQUIRED
QUALIFICATIONS:
- Bachelor’s degree or related experience
in business, preferably in operations.
10+ years demonstrated management experience with complex projects in
the benefits industry (preferably Health & Welfare), or other related
experience
- Previous experience with Microsoft
Dynamics CRM and SharePoint strongly preferred.
- Experience in working collaboratively
and building teams
- Excellent communication skills both
verbal and written
- Excellent follow through and detail
orientation skills
- Proven ability to multi-task
- Ability to work in a fast-paced, team
environment
- Knowledge of MS Office Suite
- Health & Welfare enrollment
experience strongly desired
WORKING
CONDITIONS
The work is
typically performed in a normal office environment, either on-site at Trion, or
at various customer locations.
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ce environment, either on-site at Trion, or
at various customer locat