Customer Service Manager

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Customer Service Manager  Are you a people person? If so, consider our Customer Service Manager role where you’ll get to manage a team and interact directly with our clients! This is a hybrid role with the flexibility to work both virtually and from our Farmington, CT office. Aon is in the business of better decisions At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.  As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed.  What the day will look like This role will involve managing people and process: Managing the People:Work with Human Resources to staff, recruit, interview, select and hire employees as needed.Provide oversight and direction to the employees within the Client Service unit.Coach, mentor and develop staff, including overseeing new employee onboarding and providing development feedback.Lead employees to meet the organization’s expectations for productivity and qualityMaintain employee work schedules including assignments, training, vacation, and paid time off, telecommuting, cover for absenteeism and overtime scheduling, which includes a remote workforce. Managing the Process:Manage the call center phone systems to efficiently route sales and service calls to the appropriate personnel in the unit. Manage all aspects of required sales and phone reporting.  Manage the complaint resolution process by fully researching all events and transactions that led to the complaint.  Ensure all follow up requirements (phone, correspondence) are accurate and timely.  Train the unit on new products and processing requirements.Train sales staff on Voluntary and Core products, face-to-face or via webinars.  Manage the process of application corrections that come from the New Business Unit.  Maintain or ensure the department has access to the most current forms, brochures, and product information.  Research problem applications, forms or other product related issues and maintain professional contact with insurance carriers, clients, insured’s, and other internal FC departments.Manage the preparation and maintenance of reports necessary to carry out the work within Client Services.   Skills and experience that will lead to successKnowledge of the functions and operation of a client service department.Knowledge of call center phone systems, routing, reporting capabilities.Excellent organizational management skills.MS Office Experience (Outlook, Word, Excel, PowerPoint, Publisher)High level interpersonal, organizational, and communication skills (verbal and written).  Insurance agency experience and sales experience is preferred. Experience should include basic insurance, forms, terminology, sales, and other related insurance experience.Previous experience managing a remote workforce, preferred.Management in a team-oriented workplace, preferred.Previous Call Center experience a plusBi-lingual a plus  Education: High school diploma or general education degree (GED) with two to three years of related experience and/or trainingB.S. or B.A. from an accredited college or university a plus.Must hold a current Life and Health License.  How we support our colleagues  In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself.  We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working! Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued. Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.   Aon provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status.  Aon is committed to a diverse workforce and is an affirmative action employer. People with criminal histories are encouraged to apply.  We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation on **** Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. #LI-HL2#LI-HYBRID 2514719,qualifications:UNAVAILABLE,responsibilities:Customer Service Manager  Are you a people person? If so, consider our Customer Service Manager role where you’ll get to manage a team and interact directly with our clients! This is a hybrid role with the flexibility to work both virtually and from our Farmington, CT office. Aon is in the business of better decisions At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.  As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed.  What the day will look like This role will involve managing people and process: Managing the People:Work with Human Resources to staff, recruit, interview, select and hire employees as needed.Provide oversight and direction to the employees within the Client Service unit.Coach, mentor and develop staff, including overseeing new employee onboarding and providing development feedback.Lead employees to meet the organization’s expectations for productivity and qualityMaintain employee work schedules including assignments, training, vacation, and paid time off, telecommuting, cover for absenteeism and overtime scheduling, which includes a remote workforce. Managing the Process:Manage the call center phone systems to efficiently route sales and service calls to the appropriate personnel in the unit. Manage all aspects of required sales and phone reporting.  Manage the complaint resolution process by fully researching all events and transactions that led to the complaint.  Ensure all follow up requirements (phone, correspondence) are accurate and timely.  Train the unit on new products and processing requirements.Train sales staff on Voluntary and Core products, face-to-face or via webinars.  Manage the process of application corrections that come from the New Business Unit.  Maintain or ensure the department has access to the most current forms, brochures, and product information.  Research problem applications, forms or other product related issues and maintain professional contact with insurance carriers, clients, insured’s, and other internal FC departments.Manage the preparation and maintenance of reports necessary to carry out the work within Client Services.   Skills and experience that will lead to successKnowledge of the functions and operation of a client service department.Knowledge of call center phone systems, routing, reporting capabilities.Excellent organizational management skills.MS Office Experience (Outlook, Word, Excel, PowerPoint, Publisher)High level interpersonal, organizational, and communication skills (verbal and written).  Insurance agency experience and sales experience is preferred. Experience should include basic insurance, forms, terminology, sales, and other related insurance experience.Previous experience managing a remote workforce, preferred.Management in a team-oriented workplace, preferred.Previous Call Center experience a plusBi-lingual a plus  Education: High school diploma or general education degree (GED) with two to three years of related experience and/or trainingB.S. or B.A. from an accredited college or university a plus.Must hold a current Life and Health License.  How we support our colleagues  In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself.  We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working! Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued. Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.   Aon provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status.  Aon is committed to a diverse workforce and is an affirmative action employer. People with criminal histories are encouraged to apply.  We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation on **** Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. #LI-HL2#LI-HYBRID,skills:UNAVAILABLE,workHours:UNAVAILABLE,jobBenefits:UNAVAILABLE,datePosted:2023-01-12T18:59:00 0000,employmentType:FULL_TIME,educationRequirements:UNAVAILABLE,salaryCurrency:USD,baseSalary:{@type:MonetaryAmount,currency:USD,value:{@type:QuantitativeValue,value:0,minValue:0,maxValue:0,unitText:YEAR}},validThrough:2024-01-12T18:59:59.000Z,industry:UNAVAILABLE,hiringOrganization:{@type:Organization,name:Aon Corporation,sameAs:****Waterside Dr.,postalCode:06032,addressCountry:United States}}}

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