Client Services Director

Department: Consulting
Status: Full-time, Exempt

As a member of the consulting division, the Client Services Director (CSD) will oversee all aspects of Trion’s service department. Hire, train and manage the client service team ensuring that customers are retained, satisfied and their needs are fulfilled. The CSD is responsible for designing and implementing improved process or operational policies. Will work in conjunction with senior management to refine and develop Trion’s service offering in the market. This includes establishing service levels, recommending changes to products or services.  Resolves difficult issues regarding client complaints and other matters. Works closely with managers in other departments, such as sales, on updating policies and procedures for client services.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:

Client Service Management

• Direct staff management of the client service team and results
• Responsible for all hiring, training and development needs
• Represent the Service Team across the organization
• Handle client escalations from the CSR’s
• Quickly assimilate the existing and future challenges of Trion’s service team
• Continually assess existing infrastructure (people, process, systems and data) for improvement areas
• Set the standard for Trion’s service delivery

Implement Best Practices

• Establish Trion’s service delivery standards, infrastructure and operating model
• Identify and document improvement areas and recommend solutions
• Continually build and further define Trion’s service differentiators
• Manages current and future projects and sees through to completion
• Perform root cause analysis and implements proactive service delivery solutions
• Create measurement and reporting capabilities to assess progress

Increase Capabilities

• Optimize Trion’s service infrastructure and model
• Manage the implementation and adoption of service tools (systems, processes, etc.)
• Leverage existing CRM and Knowledge Sharing (KS) capabilities wherever possible for business gain
• Document, train, support and troubleshoot all CRM and support related inquires

REQUIRED QUALIFICATIONS:

• Bachelor’s degree or related experience in business, preferably in operations
• 10+ years demonstrated management experience with complex projects in the benefits industry (preferably Health & Welfare), or other related experience

• Previous experience with Microsoft Dynamics CRM and SharePoint strongly preferred
• Experience in working collaboratively and building teams
• Excellent communication skills both verbal and written
• Excellent follow through and detail orientation skills
• Proven ability to multi-task
• Ability to work in a fast-paced, team environment
• Knowledge of MS Office Suite
• Health & Welfare enrollment experience strongly desired

TO APPLY

If you are interested in applying for this position, please send your resume, along with salary requirements to careers[at]trion.com.