Customer Service Manager
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Job Location:
Austin, TX - USA
Yearly Salary:
$ 72000 - 78000
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Job Title: Customer Service Manager
Location: Austin Texas
Department: Operations
Reports To: Director of Operations
Compensation: $72000-$78000 plus 6% discretionary bonus
Who We Are:
HUB International is a leading global insurance brokerage providing a broad array of property and casualty life and health employee benefits investment and risk management products and services. At HUB we believe in empowering our employees investing in their development and fostering a collaborative and inclusive work culture. Join our team and be part of a growing organization that values integrity innovation and service excellence.
Position Summary:
The Customer Service Manager plays a critical leadership role within HUB International responsible for overseeing and optimizing the administrative functions that support our client services teams. This position ensures operational efficiency compliance and consistency across administrative workflows while also contributing to an exceptional client experience. The ideal candidate is process-driven detail-oriented and passionate about supporting high-performing teams.
Mission Statement:
We are a highly committed diverse financial services organization serving hundreds of thousands of retirement plan participants individuals and institutions across the United States. We provide financial piece of mind and top of class solutions investments administration and service. We are committed to the highest Ethics Competency Customer Service and providing our valued clients with the best and most competent professional team.
Key Responsibilities
- Oversees the call center of 15 Customer Service Representatives to ensure that we are providing excellent customer service and meeting our Service Level Agreements
- Tracks call metrics chat response time and email responses
- Creates training programs for new hires
- Manages the call center schedule to ensure proper coverage over lunches holidays and vacations
- Takes escalated participant inquiries
Qualifications
- 3 years of experience in Retirement Client Services Call Center or Administrative Operations with 2 years in a supervisory or managerial role preferred.
- Proficiency in Microsoft Office Suite (Word Excel Outlook) and familiarity with insurance management systems (Vertafore Epic preferred).
- Experience with FreshDesk Relius Administration HubSpot
- Excellent organizational communication and interpersonal skills.
- Proven ability to lead motivate and manage a team in a fast-paced deadline-driven environment.
- Demonstrated analytical and problem-solving skills with attention to detail.
- Ability to prioritize and manage multiple tasks and projects effectively.
- Bachelors degree or equivalent work experience preferred.
What We Offer
- Competitive compensation and benefits package
- $72000-$78000 per year plus 6% yearly discretionary bonus
- Medical Dental Vision 401k match company paid STD & Life Insurance Parental Leave.
- Comprehensive wellness and employee assistance programs
- Career advancement and development opportunities
- A dynamic and collaborative work environment
- HUB Cares: Company-wide initiatives supporting our communities
Join HUB International and be part of a growing team that puts people first.
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Department Account Management & ServiceRequired Experience: 2-5 years of relevant experienceRequired Travel: No Travel RequiredRequired Education: Bachelors degree (4-year degree)HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity national origin religion age color sex sexual orientation gender identity disability or veterans status or any other characteristic protected by local state or federal laws rules or regulations.
We endeavor to make this website accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process please contact the recruiting team. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.
Required Experience:
Manager
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
HUB International is a leading North American insurance brokerage that provides employee benefits, business, and personal insurance products and services.
