Capitol Bridge is seeking a full-time Customer Service Manager to join our team in Isabela, Puerto Rico. Since 2012, our employees have been entrusted with helping the business of government work better for our customers. We are looking for an experienced Customer Service Manager to directly oversee call center personnel to ensure positive morale and effective daily operations.  The manager will  serve our local and national customers through the development and implementation of the best call center methods and procedures.  They will also be asked to make suggestions for system and process improvement using knowledge of daily and ground operations.

Pay and Benefits:

 

• Base Rate: $55,000 per annum
• Health Insurance- medical, dental, vision & pharmacy benefits. (Employer contribution included)
• Company sponsored Life Insurance.
• 401K Retirement plan.
• Vacation Leave and Sick Leave dictated by PR Labor Law.
• Employee Assistance Program
• Paid Training
• 11 Paid Holidays

Duties and Responsibilities

 

Supervise and support team members in delivering operational targets and provide high quality customer service.

Prioritize supporting team members on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality and compliance standards.

Ensure customer support is delivered to comply with company policies, state regulations (when and if applicable) and project dependent regulations and policies.

Maintain good team communications through daily/weekly updates and leading regular team meetings to ensure all team members are aware of team and product performance.

Regularly review and coach team leaders and members against individual work and personal development goals to support motivation and retention.

Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.

Establish a high standard for productivity, quality, customer service as well as define team member guidelines.

Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.

Summarize, collect and analyze call center trends and date for regular performance reports.

Oversee operations and system implementation. Track and communicate system malfunctions and troubleshooting as needed.

Ensure optimal team performance and capability by providing day-to day leadership, mentoring, coaching, development, and corrective action.

Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.

Encourage a safe, healthy and collaborative work environment.

Reporting problems through an easy online system.

Develop strong working relationships and good communications with Team Leaders and Client Service Representatives.

Participate in other activities such as training, attending team meetings, reviews of internal and external communications.

Adhering to the provided schedule and privacy rules set forth by the programs we serve.

Completing all assigned training as necessary.

Perform other duties as assigned by leadership.

Education and Qualifications:

Bachelor’s Degree or equivalent combination of education, work experience considered in lieu of degree

Minimum 4 years customer service experience required

Ability to manage a high-level of confidentiality

Strong organizational, written, and verbal communications skills

Ability to independently and as a member of a team

About Capitol Bridge
Founded in 2012, Capitol Bridge is based in Arlington, Virginia and is a SBA 8(a) Certified Small Disadvantaged Business with proven expertise providing independent medical reviews, records/data management services, medical coding, administrative staffing and eligibility reviews.

Reasonable Accommodation

Capitol Bridge complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, or to receive other benefits and privileges of employment, please contact your recruiter.

EEO Statement

Capitol Bridge is an Equal Opportunity Employer. All employment decisions at TDB are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Texting Notice

We communicate with applicants by text in additional to email and phone. If you apply for this position, we may text you about this position, your application for the position or other things relevant to this job position. If we text you and you no longer want us to text you, you can opt out at that time.

Job Type: Full-time

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