Customer service/operations manager job description

At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we're one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
Job Description

The Position:

We're seeking a leader with a passion for coaching and developing a team of skilled front-line leaders, driving engagement through effective communication, and providing exceptional customer service to our people and customers. Your day-to-day responsibilities also include supporting contact center front-line leaders to ensure they have the appropriate knowledge and resources to fully serve the bankers on their teams. Must be skilled at providing coaching, accountability, and focusing on maintaining a culture that is supportive and allows each person to deliver their best work. In addition to your own team, you will also indirectly manage other leaders in the physical and virtual site locations by partnering with Site Directors to provide leadership, communication, and carrying out department goals, vision, and strategy.

As an Operations Manager you are responsible to support and grow your team of people leaders and bankers.

Key Responsibilities include:

* Coaching, developing, and training a team of front-line leaders, contact center phone bankers, which includes the scheduling of regular feedback sessions, side-by-side performance observations, and frequent behavioral and performance reviews
* Engaging all employees to ensure the work produced meets product/service standards and exceeds customer expectations
* Collaborating with other departments, regions, vendors, agencies, etc. to resolve customer service issues. Following up with resolution of problems to ensure timely response and customer service
* May provide reports to keep senior management informed of operations activities; makes formal presentations to peers and conducts regular staff meetings
* Take ownership of driving key initiatives, process improvements and meeting department goals
* Ensure our one U.S. Bank and customer focuses remain forefront in our actions, processes, and department results

Why Should You Apply:

* You're passionate about leadership, customer experience and want to make a difference in people's lives
* Hands on training provided to set you up for success
* Being part of a collaborative team, providing ideas for process improvement and innovation excites you
* You'll have the opportunity to interact with customers and build loyalty
* Competitive wages and performance-based annual bonus opportunity
* Comprehensive benefits package

Basic Qualifications

* Bachelor's degree, or equivalent work experience
* Eight to ten years of operations-related experience
* Contact Center or Call Center Experience is a must

Preferred Skills/Experience

Leadership & Management Skills

* Ability to lead a team and collaborate with peers to achieve greater results within a contact center environment
* Passion for customer service and people
* Well-developed problem-solving and negotiation skills
* Ability to manage multiple tasks/projects and deadlines simultaneously
* Proven leadership and management skills with the ability to manage diverse skills, backgrounds and personalities in a customer service and virtual environment
* Broad understanding and practical application of applicable laws and regulations
* Excellent interpersonal, verbal, and written communication skills

Technical Skills

* Proficient computer navigation skills using a variety of software packages including Microsoft
* Office applications and the ability to coach others especially in a remote environment
* Ability to learn and identify an opportunity to use Digital products/services
* Advanced knowledge of operational functions, systems, policies and procedures of assigned area
* Ability to manage multiple tasks/projects and deadlines simultaneously

Hours are Monday - Friday 11:00 AM - 8:00 PM PST

If there's anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits:

Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.

Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting careers.usbank.com.

EEO is the Law

Applicants can learn more about the company's status as an equal opportunity employer by viewing the federal EEO is the Law poster.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.

Additional Locations: None


**Intro**

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you'll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you'll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

**Why you'll love this job**

+ American is looking for a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within the company. With our leadership program, you will be able to develop yourself to be the best leader you want to be in the American organization.

+ CSMs must ensure a safe, high performing operation by leading, engaging, coaching and developing the front-line team members. You will be supporting your teams' effort by creating a safe, reliable operation while delivering an exceptional customer experience.

+ Also, being energized by a fast-paced dynamic environment and passionate about safety, teamwork, leadership, and delivering a quality product to our customers, front-line, and vendors.

+ CSMs must enable an environment that develops our front-line team members and fosters mutual respect, trust, responsibility, and core values while connecting people and improving lives during our day-to-day operation.

+ This job is a member of the Airports Team within the Customer Experience Division.

**What you'll do**

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

+ Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being

+ Be a safety advocate: Look for safety concerns and address them as needed

+ Establish team and individual goals in support of departmental and company objectives; Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors

+ Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity

+ Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner

**What you'll do**

+ Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements

+ Promote effective communication among departments to engage our team to work together to achieve common goals

+ Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure

+ Embrace the core values: (Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty)

+ Manage escalated service issues and be visible to your team members when problems arise

+ Deliver key corporate and local information to frontline leaders in an efficient and effective manner. Set the expectations and ensure team members understand the why behind the focus/criticality

+ Ability to learn and apply union contract rules/regs in daily interactions with frontline team members and local union leaders

**All you'll need for success**

**Minimum Qualifications- Education & Prior Job Experience**

+ High School diploma or GED equivalency

**Preferred Qualifications- Education & Prior Job Experience**

+ Previous airport customer service experience

+ 2 years experience leading others

+ Knowledge of company policies and procedures and functional automation applications

**All you'll need for success**

**Skills, Licenses & Certifications**

+ Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment

+ Ability to actively listen - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate

+ Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

+ Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action

+ Strong decision-making skills

+ Ability to work independently as well as collaboratively

+ Ability to work under demanding operational conditions

+ Ability to prioritize and execute with a sense of urgency and preciseness

+ Ability to use sound business judgment to resolve issues with internal and external customers

+ Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation

+ Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.

+ Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement

+ Ability to work extra hours when there are operational needs

+ Ability to work rotating shifts including weekends, holidays and days-off

**What you'll get**

Feel free to take advantage of all that American Airlines has to offer:

+ Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.

+ Health Benefits: On day one, you'll have access to your health, dental, prescription and vision benefits to help you stay well. And that's just the start, we also offer virtual doctor visits, flexible spending accounts and more.

+ Wellness Programs: We want you to be the best version of yourself - that's why our wellness programs provide you with all the right tools, resources and support you need.

+ 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.

+ Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more.

**Feel free to be yourself at American**

From the team members we hire to the customers we serve; inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life's journey? Feel free to be yourself at American.

Additional Locations: None


Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc fully considers all qualified applicants including those with a criminal history.

Rotech Healthcare Inc. is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care solutions and home medical equipment. We help patients lead a more comfortable and productive life by keeping them engaged in their care and empowering them to manage their health and treatment at home. Rotech provides high quality medical products, services and outstanding customer care through hundreds of locations across 45 states. For additional information, visit our company homepage Rotech.com

We are seeking a dedicated Customer Service Representative Market Operations to join the Rotech team. This position is responsible for performing all tasks and communication related to intake of patient information concerning the service of durable medical equipment and respiratory products and supplies with patients/clients, co-workers and referral sources as it relates to patient services and third party reimbursement.

The CSR Market Operations is also responsible for directing and managing new patient set ups, existing patient requests and tickets in accordance with Rotech and internal location standards for multiple locations across the region. The CSR Market Operations may also be assigned additional job duties as required and additional projects to support the location in achieving their goals.
Essential Duties and Responsibilities

+ Assists with updating respiratory grid

+ Communicates and works with operations and sales staff to reduce internal work-flow issues and errors that impact processing time-lines and patient care. Is proficient at managing varying expectations per each referral source and sales rep

+ Communicates with patients/clients and referral sources both verbally and in writing to ensure patient/client questions and concerns are processed in a timely manner

+ Complies with all applicable company policies and procedures to meet JCAHO and company standards

+ Complies with and follows internal and company-wide operating protocols in processing role. Examines and proposes improvements to increase efficiencies, decrease processing time-line, and minimize errors

+ Manages the process of rolling on and rolling off locations to the Region teams including leading kickoff meetings, training sessions, and communicating expectations and processes to primarily location manager, sales staff, and CSRs

+ Monitors office supplies

+ Prepares invoices for next day routes

+ Processes paperwork-confirms tickets, inputs new patient set-ups, and completes daily assigned work in an accurate and timely manner

+ Provides technical assistance to customers

+ Verifies Medicare, Medicaid, and private insurance coverage information and maintains expertise of insurance requirements by product line. Maintains understanding of internal policies and procedures. The CSR Market Operations is expected to maintain expertise of insurance requirements for their primary locations in addition to a working knowledge of their colleague's primary locations to provide coverage

+ Works autonomously and independently to maintain a high performance rate and above average results in the in-box, OIP, and assigned goals. Is expected to hold themselves accountable to their goals, regularly and proactively communicate progress, plans, and problems to supervisor as well as providing solutions to challenges that arise

+ Works with outside agencies to resolve customer issues

+ Performs other duties as assigned

Supervisory Responsibilities

+ None

Work Rate and Performance Expectations

All work assigned to the CSR Processing Specialist is measured by the Manager's quantity and quality/accuracy of work completed

Internal recommendations: Dedicated In-box Processor - 20-25 tickets per day / In-box/OIP Processor - 10-12 tickets & 30-35 OIP accounts per day / OIP Processor - 50-70 accounts per day (Work rate expectations dependent on tenure of position)

Employment is contingent on

+ Background investigation (company-wide)

+ Drug screen (when applicable for the position)

+ Valid driver's license in state of residence with a clean driving record (when applicable for the position)

Education and/or Experience

+ High school diploma or GED equivalent

+ Experience in medical field and administrative record management preferred

+ Strong customer service background preferred

Skills, Knowledge and Abilities

+ Ability to maintain confidentiality and practice discretion and caution when handling sensitive information

+ Ability to multi-task along with attention to detail

+ Ability to work independently and as part of a team

+ Communicates effectively with employees, patients and referral sources both verbally and in writing to ensure questions and concerns are processed in a timely manner

+ Deductive problem solving skills

+ Flexible approach

+ Knowledge of appropriate telephone etiquette

+ Knowledge of insurance policies and requirements preferred

+ Knowledge of medical billing practices and billing reimbursement preferred

+ Medical terminology preferred

+ Strong organizational and prioritization skills

+ Strong self-motivation and time-management skills

+ Strong sense of urgency and responsiveness to customers

+ Strong verbal and written communication skills

Physical Demands

+ Requires sitting, walking, standing, talking or listening

+ Requires close vision to small print on computer and or paperwork

Machines, Equipment and Technical Abilities

+ Email transmission and communication

+ Internet navigation and research

+ Microsoft applications including but not limited to Word, Excel, Power-Point, Publisher, Access, etc.

+ Office equipment; fax machine, copier, printer, phone and computer

Work Environment

+ Office environment

Benefits

+ 401k

+ Medical, Dental and Vision

+ Life Insurance and Disability

+ Generous Paid Time Off and Paid Holidays

+ Employee Discount Program

+ Employee Recognition Program

+ Bonus and Incentive Opportunities

Make the Right Move, Create your Profile and Submit your Resume TODAY!! The hiring manager reviews resumes and contacts applicants that have related experience to the applied position. To view the status of a position that you submitted your profile / resume to, Sign into your account. We appreciate your interest in Rotech Healthcare Inc.

Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities. Rotech Healthcare Inc. recruits, employs, trains, promotes, transfers, separates from employment and compensates employees without regard to membership in, association with, or perception of race, color, age, gender, gender identity, religion, creed, national origin, ancestry, citizenship, marital status, veteran status, sexual orientation, physical or mental disability, pregnancy or any other personal characteristic protected by applicable federal, state and local laws governing nondiscrimination in employment in each locality where Rotech has employees. Rotech Healthcare Inc. is a DRUG FREE WORKPLACE

REQ #: 2022-16699

Travel: 50%

Remote / Work From Home Position: Yes