Willis Towers Watson

Customer Service Specialist Supervisor 3

Posted on Jul 8 30 views Mount Laurel, NJ

The Role
This position is responsible for day-to-day supervision (monitoring and coaching) of Benefits Customer Service Representatives. Responsible for ensuring processes and policies are carried out to ensure efficiency in day-to-day work. Works with Service Center Managers to ensure customer service representatives are assigned to support clients and projects. Communicate directives received from Service Center Managers to Benefits CSRs and communicates performance trends back to Managers as needed. Leads and directs the work of others while also providing customer service support for client pension or health and welfare plans. Exercises some degree of discretion and independent judgment in supervising Customer Support Center operations.

  • Provide role model leadership for Benefits Customer Service Representatives 
  • Ensure schedules are communicated and performed accordingly by Benefits CSRs 
  • Ensure established practices and work processes, tools and methodologies are being utilized
  • Coordinate staffing with various Service Center Managers
  • Assist in training and developing associates in the Customer Service Center
  • Foster teamwork, positive morale, and open communication
  • Perform customer service support and meet clients' day-to-day administrative needs with respect to benefit plans
  • Provide technical support and assist customers in using web-based, employee self-service tools, and be able to troubleshoot basic technical support issues for Benefits CSRs
  • Respond professionally to customer inquiries/complaints received via phone, e-mail or chat and ensure that appropriate action is taken, including follow up
  • Research participant questions and plan issues
  • Maintain complete and accurate call and case notes
  • Work closely with other customer service representatives and client representatives
  • Complete special projects as needed 
  • Communicate on a proactive basis
  • Participate in team meetings and training and may participate in client status meetings
  • Read and understand the client's plan documents, amendments and online knowledge base tools, etc.
  • Participate in development of knowledge base tools and client implementation
  • Able to comfortably question the customer in an encouraging manner so as to affect a positive relationship and establish a comfort level to gain the customer's confidence
  • Monitor staff and call management system queues/metrics to consistently meet Service Center performance metrics and quality goals
  • Work with Client Leads to ensure client cases assigned by Benefits CSRs are handled in a timely fashion

The Requirements


  • 4+ years in customer service setting with some management experience (preferred); pension experience preferred 
  • Associate's or Bachelor's degree a plus.  High school diploma required
  • Familiarity with a variety of the field's concepts, practices and procedures such as: health and welfare administration, pension administration, HR self-service (IVR, web, etc.), systems integration and HRIS/Payroll
  • Strong interpersonal skills
  • Demonstrate strong written and verbal communication and time management skills
  • Ability and desire to encourage professional development of associates
  • Strong proficiency in the use of desktop and web-based computer applications including Microsoft Office, Database and Software programs, Internet Navigation and Call Center systems
  • Working knowledge of defined health and welfare and pension plans a plus
  • Proficiency in the use of computers and Microsoft Office programs (specifically Excel and Word)
  • Strong attention to detail and excellent organizational skills
  • Ability to type 35-40 wpm \ Ability to communicate policies and procedures and ensure compliance 
  • Ability to work a flexible work schedule and be punctual to work
  • Ability to successfully work in a team environment
  • Certified Employee Benefits Specialist (CEBS) certification a plus

EOE including disability/vets