To apply for this position, please submit your resume and salary requirements to HR@trionfo.com
Job Identification:
Position Name: Supervisor/Account Manager
Department: Customer Service
Reports to: Supervisor – Customer Service
Status type: Exempt; full-time
Supervision: 3-5 employees
Work Environment: Professional office environment
Travel Required: Will be required to travel between two Chicagoland offices on a regular basis
Position Summary:
Supervises the day-to-day activities of employees performing customer service, new business implementation, billing, renewals, payment processing, and general membership transactions to consistently meet established customer service/call center service levels/metrics, schedule adherence, and quality standards. As a Supervisor, this individual provides ongoing support, employee performance statistics, coaching, and performance appraisals, as well as training new and existing team members. Works with management to ensure that processes and procedures are in place and being followed. As a hands-on supervisory position, the position is also accountable for implementing, renewing, and servicing key clients and complex client accounts. Oversees the completion of audits to ensure proper set-up and proactively resolves issues. This position will also serve as the primary contact and have Account Management responsibilities as well for Trionfo relative to our products and services with platform clients.
  Duties and Responsibilities:
Supervises a team of Customer Service Representatives:

• Delegates assignments including implementation, renewal processing, application processing, and phone/email queue assignments, as well as monitors call and email queues to ensure optimal service levels
• Determines work procedures, oversees work assignments, and expedites workflows, and audits teams work to ensure accuracy
• Encourages service development through training, driving utilization of available resources, and service evaluations to improve and maintain customer relationships
• Provides encouragement and positivity to promote a self-motivated and stimulating working environment
• Performs training and cross training of existing or new team members to develop and maintain a versatile and dynamic team
• Conducts Performance Appraisals (90-day, semi-annual, and annual)
• Provides ongoing performance feedback via multiple channels which could include but are not limited to call and email review, service training skills, incentives, and more
• Participates in the interviews and hiring of new team members
• Provides disciplinary actions and terminations, as required

Customer Service & Retention:

• Takes telephone inquiries and open tickets from members and brokers by answering questions about new business, billing, renewals, payment processing, and other general membership transactions
• Manages customer service phone queues, emails, and faxes to ensure accurate and timely responses
• Handles escalated customer service issues and communication with customers, brokers, and plan administrators until the issue is resolved
• Monitors and audits all areas of team responsibilities including customer calls, emails, tickets, changes, and other transactions
• Review and identifies changes in procedures in order to improve customer service levels
• Leads by example to ensure that the team provides exceptional customer service to clients regarding all Trionfo products and services
• May be required to take ownership of implementation and renewals for select clients and is responsible for implementation, follow-up after implementation, renewal of their benefit plans, and ongoing support to ensure complete customer satisfaction
• Supports team with system or service escalations and aids with large group implementations as needed
• Works closely with team members to ensure complete customer satisfaction

Training:

• Conduct and coordinate training for new hires and on-going training to ensure representatives are fully informed of all new information related to products, services, procedures, company policies, and clients’ and brokers’ needs
• In addition, trains representatives on proper telephone etiquette and develop employees to be additional support for other areas within operations (cross-training)

Implementation and Renewals:

• Supervises and performs all aspects of new business implementation and renewals of all Trionfo products and services into the platform
• Ensures that available communications and call decks are utilized as intended and workflows and audits completed and accurate as necessary
• Works with management throughout the year to manage monthly renewals and implementation from beginning to end
• Works with Trionfo support contacts to ensure implementation, renewal, and service issues are resolved within required timelines

Testing Support:

• Participates in the implementation and testing of software changes to the Trionfo platform or other systems, as needed

Account Management:

• Serves as the primary account manager to provide exceptional customer experience through the new business implementation and renewal experience, in addition to ongoing client support as needed
• Communicates proactively with key clients to ensure all inquiries and issues are handled appropriately and in a timely manner
• Develop and maintain long-term relationships in order to retain a high level of customer satisfaction
• Work closely with internal team members in order to properly address customer issues

Reporting:

• Provide monthly individual and team statistical reports. Review and update metrics and implementing corrective actions to ensure that service performance goals are met  

Documentation:

• Involved in the development of documentation for existing and new procedures for all aspects of the position

Support:

• Provides support to the Customer Service team or call queues as needed. Strategizes with management, to promote growth, development, and efficiency

Other:

• Responsibilities and tasks outlined in this document are not exhaustive and may change as determined by the needs of the company
• Required Teleworking as needed. Must adhere to Trionfo’s Teleworking Policy by demonstrating fundamental controls and practices in protecting Trionfo’s information/assets required by candidate to complete job duties at remote location as specified in policy

 
Education, Experience, and Other Skills/Requirements:

• College degree in Business Administration or related degree preferred, or equivalent work experience
• Specialized training in employee benefits, preferred
• Minimum of 3 years of lead/supervisory experience years’ experience performing new business implementation and/or renewals of defined contribution plans
• Prefer 1-2 years in a supervisory or lead position, providing training and support in related duties
• Thorough working knowledge of Employee Benefit plans including medical and ancillary benefits
• Strong proficiency with Microsoft Office applications and database software
• Intermediate Excel skills are required
• Ability to set performance goals and expectations to ensure successful onboarding of new clients and renewals for existing clients
• Ability to delegate effectively and take initiative to maintain a positive work environment
• Demonstrates the ability to resolve situations autonomously and provide support to team members in escalated situations
• Excellent telephone etiquette and strong written & verbal communication skills
• Proven ability to build relationships with brokers and clients; must be service oriented
• Ability to perform at highest level of accuracy while meeting established quotas and time frames
• Excellent organization and time management skills to meet department deadlines
• Demonstrated ability to learn quickly, master tasks, and train others
• Professional demeanor and good presentation skills
• Ability to work successfully in a fast-paced environment while remaining professional, courteous, and helpful
• Must be effective at multi-tasking and have the ability to handle and delegate large volumes while maintaining a high level of quality and customer service
• Given the seasonal nature of the business, incumbent will have limited ability to take vacation or personal days from November 1st through January 31st
• Must be legally authorized to work in the United States for any employer without sponsorship

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