Find & Apply For Customer Service Manager Jobs in Sandpoint, Idaho

Branch Managing Director Sandpoint, Idaho RT Consulting, a multifaceted human resources management firm specializing in benefits administration, is opening its first office outside of New England. After several years of growth across Massachusetts and New Hampshire, we have selected Sandpoint, Idaho as the home of our western branch, and we are looking for the person who will run it. The Branch Managing Director is the senior on-site leader of the Sandpoint office. This is a hands-on role. You will manage a team of two to five Client Advocates in our employee benefits call center, serve as the escalation point for calls the team cannot resolve, own the branch's billing and collections, and handle day-to-day office administration including expense tracking, employee hours, vacation scheduling, and payroll submission. You will also be the primary point of contact for the employer groups assigned to the branch. Because this is a new office, the person in this seat will help build it. You will set the tone for how the branch runs, train the Advocates you hire, and work closely with our Massachusetts and New Hampshire leadership to keep service consistent across all three locations.

Responsibilities :

• Manage, coach, and schedule a team of two to five Client Advocates handling inbound calls from clients and their employees
• Serve as the escalation contact for complex or sensitive calls, including eligibility, claim processing, COBRA administration, and enrollment issues that cannot be resolved at the first level
• Act as the primary client contact for assigned employer groups, building and maintaining those relationships through regular communication and consistent follow-through
• Oversee branch billing: generate and review invoices, reconcile carrier and client billing discrepancies, and confirm accuracy before statements go out
• Manage collections on past-due accounts, including client outreach, payment tracking, and documented follow-up
• Track branch expenses and maintain clean records for the accounting team
• Track employee hours, vacation and sick time, and submit payroll information accurately and on schedule
• Monitor call volume, response times, and service quality, and report branch performance to firm leadership
• Hire, onboard, and develop Client Advocates as the branch grows
• Develop and share best practices with the Massachusetts and New Hampshire teams to continually improve the quality, effectiveness, and efficiency of our processes An ideal candidate would demonstrate the following skills :
• Proven experience leading a small team, with the judgment to know when to coach, when to step in, and when to escalate
• Excellent verbal and written communication skills
• Great active listening skills
• Exceptional interpersonal and rapport building skills
• A patient and empathetic attitude when working with clients and their employees
• Strong time management and organizational skills, with the ability to hold several deadlines at once
• Comfort with numbers and detailed record keeping; billing, collections, and expense tracking are a real part of this job
• Comfortable working in fast-paced environments and able to adapt as needed
• Discretion and sound judgment when handling confidential client and employee information
• Team oriented mindset, possesses a positive attitude, and works toward the success of the team
• Computer literacy including experience with Microsoft Office Suite, particularly Excel
• Phone skills, including familiarity with complex or multi-line phone systems
• Willingness to learn our products and services in depth and to become the local expert on them
• Self-motivated to work independently, achieve goals, and take ownership of their work

Qualifications :

• Three to five years of people management experience, such as team lead, office manager, branch operations, or customer service supervisor. We will consider that experience from any industry.
• Previous experience in benefit administration (medical, dental, vision, life, disability, COBRA, FSA, HRA, HSA) is a plus
• Previous experience with billing, accounts receivable, collections, or payroll administration is a plus
• Previous experience in customer service, sales, or other related fields is a plus
• The minimum level of education is a high school diploma or GED. Associate's or bachelor's degree preferred.
• An insurance producer license is not required for this position.

Compensation :

• $75,000 to $100,00 annually, depending on experience
• Full Benefits /

Paid Vacation & Sick Time Work Location :

• Sandpoint, Idaho. This position is on-site.
• Open to candidates currently living in the Sandpoint area.

Relocation assistance is not offered for this position.

Hours :

• Full-time
• Hours of Operation 9am - 5pm Pacific, Monday - Friday Why join RT Consulting?

RT Consulting is a family-run firm with long-standing roots in employee benefits. We are small enough that the person in this role will have real ownership of how the branch operates, and established enough to put an experienced team behind you. This is a chance to build an office from its first day rather than step into one someone else designed. RT Consulting is an equal opportunity employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. We prohibit discrimination and harassment of any type and afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with arrest and conviction records. Interested applicants may send a resume to Diana Healy by emailing Diana@rtconsultingllc.com

Pay:

$75,000.00 - $100,000.00 per year

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person