Smithfield Foods

  • Benefits Customer Service Manager

    ID
    2019-11472
    Job Locations
    US-MO-Kansas City
    Category
    Human Resources
    Type
    Full-Time
    FLSA Status
    Exempt
    Shift
    Corporate - Day Shift
  • Your Opportunity

    Smithfield Foods is a $15 billion global food company and the world's largest pork processor and hog producer. In the United States, the company is also the leader in numerous packaged meats categories with popular brands including Smithfield, Eckrich ®, Nathan's Famous ®, Farmland ®, Armour ®, Farmer John ®, Kretschmar ®, John Morrell ®, Cook's ®, Gwaltney ®, Carando ®, Margherita ®, Curly's ®, Healthy Ones ®, Morliny ®, Krakus ® and Berlinki ®. Smithfield Foods is committed to providing good food in a responsible way and maintains robust animal care, community involvement, employee safety, environmental and food safety and quality programs.

     

    The Benefits Customer Service Manager is responsible for providing a productive and motivating work enviroment in managing the Smithfield Health Care and Benefits customer service department. This includes leading the work and managing a staff to answer incoming calls related to health care claims, employee inquiries and general benefit questions. Additional responsibilities include managing call center analystics, maintaining work systems, quality assurance and general project management.

    Core Responsibilities

    Supervisory Duties

    • Manages a staff of Customer Service Representatives; balances workload among the team in order accommodate different time zones, language needs and time away from the phones.
    • Shadows RTD (real time display) – monitors call volume, abandoned calls, call-waiting, excessive aux out time, and language needs.
    • Conducts individual performance reviews and coaching with staff.
    • Assists staff in problem-solving.

    Internal Customer Service Management and Project Management

    • Manages and responds to email inquiries to the Smithfield Corporate Benefits email address.
    • Serves as the escalation point person for customer service reps.
    • Communicates with external vendors to inquire as to eligibility or benefit questions – partners with account management, as needed.
    • Manages annual projects such as open enrollment and 1095-C reporting.
    • Participates in management meetings and develop communication and training materials to communicate changes/updates necessary to the team.
    • Oversees and manages IVR and MABC systems.
    • Performs customer service and management duties on phones when needed.

    Customer Service Analytics and Quality Assurance

    • Monitors BCMS Vu – generates call center analytics to monitor performance and ensure appropriate staffing levels.
    • Provides annual reporting to Account Management regarding call center performance.
    • Periodically reviews recorded calls for quality and process review – provides coaching if needed.

    Continuous Improvement

    • Provides overall plan management. Monitors issues and phone calls for patterns of larger issues and escalates if needed.
    • Executes innovative improvements in work flow, technology and customer service best practices to ensure the Customer Service department is providing the highest quality customer service to members.
    • Partners with Clinical, Claims and Account Management to ensure consistency and quality in plan delivery and member experience.

    The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. May perform other duties as assigned.

    Qualifications

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.

    • Bachelor’s degree (B.A.) from a four-year college or university and 5+ years of related experience and/or training; required.
    • Prior supervisory experience is preferred.
    • Knowledge of Microsoft Office Suite, including Excel with the ability to create spreadsheets and make recommendations from existing data.
    • Must possess strong customer service skills.
    • Strong decision making, analytical and problem solving skills.
    • Ability to understand business processes.
    • Strong attention to detail and accuracy.
    • Strong verbal and written communication skills.
    • Ability to work well with others in fast paced, dynamic environment.
    • Ability to be respectful, approachable and team oriented while building strong working relationships and a positive work environment.
    • Bi-lingual, preferred.
    • Must be able to travel up to 10% of the time.

    Supervisory Responsibilities

    • Provides leadership and guidance to a team of Customer Service Representatives.
    • Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and assisting in providing appropriate resolutions.

    EEO/AA Information

    We are an Equal Opportunity/Affirmative Action (EEO/AA) Employer.  All qualified applicants will receive consideration without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, status as a protected veteran, status as an individual with disability, or any other protected group status or non-job related characteristic as directed by law.

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