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Customer Service Manager

Company: Alera Group, Inc.
Location: Deerfield
Posted on: June 6, 2021

Job Description:



GCG Financial, an Alera Group Company is seeking a Customer Service Manager to join their Employee Benefits team.  


Are you looking to be part of a company where you have exciting opportunities to learn, grow and make a positive impact?

Join a team where each employee is empowered to listen generously, speak straight, collaborate, and build each other up through mutual accountability and shared success?  


If that is what you’re looking for, this is your chance to be part of an amazing organization!


GCG Financial was founded in 1975 and measures our success by the strength of our relationships. As an Alera Group company, collaboration is the foundation of how we do business.  Our close-knit, family culture is why employees join GCG and stay for decades. We laugh, we have fun, we support our community and we are the driving force behind the company’s 45+ years of success. Now, all we need is you!  For more information, please visit


As a Customer Service Manager, you will manage a team that oversees all customer retention activities.  This position takes initiatives in customer satisfaction via process improvement plans and efficient reporting and flow of information. You will maintain industry relationships, develop budgets, and control costs.

  • Manage and direct the daily operations of the customer service team.
  • Ensure the necessary resources and tools are available for quality customer service delivery for the entire lifecycle of a customer (onboarding, policy implementation, renewal, life events, etc.).
  • Develop and implement customer service policies and procedures.
  • Define and communicate goals and customer service standards.
  • Identify and address staff training and coaching needs.
  • Identify and implement strategies to improve quality of service, productivity and profitability.
  • Effectively motivate and engage direct reports to achieve and surpass agency goals.
  • Drive alignment and consistency in people practices, management activities, and customer service. delivery to achieve goals.
  • Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
  • Handle complex and escalated customer service issues.
  • Analyze relevant data to determine customer service outputs.
  • Establish and leverage strong partnerships with key departments and internal/external customers.
  • Liaise with leadership team to support and implement growth strategies.
  • Co-ordinate and manage customer service projects and initiatives
  • Hire, develop, train, and manage employee performance.
  • Servicing client block alongside team.

  • Bachelor’s degree or equivalent education and experience.
  • Extensive experience in Employee Benefits in the insurance industry with solid knowledge of health and welfare and ACA requirements.
  • 2+ years managing others in a professional environment.
  • Experience with Zywave products, such as BrokerageBuilder, preferred.
  • In-depth knowledge of customer service software, databases and CRM tools.
  • Highly computer literate, including expert end-user knowledge of Microsoft Office suite, especially Excel and Word.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.


If you're a California resident, please read the California Consumer Privacy Act prior to applying.


Keywords: Alera Group, Inc., Arlington Heights , Customer Service Manager, Other , Deerfield, Illinois

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