The Customer Service Manager is responsible for a team of Call Representatives who answer in-bound calls from members and providers responding to questions about their medical, dental and vision benefits. Managers are responsible for monitoring quality and adherence goals of their team, tracking progress and providing leadership feedback on any areas of concern, working with members and clients on escalations and other Operational oversight. A Customer Service Manager's role includes 20 - 30% of their day participating in client facing meetings and work sessions.