Job Description
Company Overview OneHealth is a fast growing company in the Health Insurance and Employee Benefits space. We expect a high level of initiative, performance, execution, and accountability from every member of our team. In return, we offer unmatched opportunities for growth, meaningful bonuses, career advancement, and the chance to help shape the future of a company with real momentum. We are committed to constant improvement. Our mission is to deliver a best-in-class experience to our partners, brokers, and clients. Our core offering is a premium Major Medical Health Plan that uses the Cigna PPO Network. While we are a Private Health Plan at our core, our competitive edge comes from the technology, marketing, processes, and systems we have built that often exceed what even the largest carriers can offer. We take pride in being a service first organization. We do not settle for average. In an industry where the bar is often low, we aim to raise it every day. OneHealth is a place where progress is constant and challenges are embraced. It is fast paced and full of opportunity, with fresh problems to solve, new wins to celebrate, and momentum that keeps growing. We are building a company with purpose, and we are building it together. If you want a job with a paycheck, this is not the place. If you want a career where you can challenge yourself, where your effort is respected, your results are rewarded, and your potential is unlimited, we want to hear from you. Role Overview The Customer Service Manager is responsible for overseeing the daily operations of the customer service team and ensuring a consistent, high-quality experience for brokers, employers, and members. This role directly manages Service Coordinators and is responsible for workload management, service quality, responsiveness, issue resolution, and team accountability. The ideal candidate is highly organized, process-oriented, and passionate about delivering exceptional service. This role requires a strong leader who can coach team members, manage competing priorities, solve problems, and maintain operational consistency in a fast-paced environment. This position serves as the bridge between frontline service execution and department leadership, helping ensure service standards are maintained while identifying opportunities for improvement. Key Responsibilities As the Customer Service Manager , you will oversee the daily operations of the customer service team, ensuring a consistent, responsive, and high-quality experience for brokers, employers, and members.
Your key responsibilities include:
Team Leadership and Performance Management Directly manage Service Coordinators and day-to-day team activities Monitor workloads and ensure work is distributed appropriately Provide coaching, guidance, and ongoing support to team members Conduct regular team meetings and performance discussions Identify development opportunities and training needs Promote accountability, responsiveness, and service excellence Customer Service Operations Oversee daily service requests, cases, and issue resolution Ensure timely responses to brokers, employers, and members Monitor service levels and team productivity Manage escalated service issues before leadership involvement is required Ensure consistent execution of service processes and procedures Support service continuity during periods of high volume Process Improvement and Quality Assurance Monitor service quality and identify process improvement opportunities Review team communications for accuracy, professionalism, and consistency Help develop, maintain, and update service workflows and SOPs Ensure adherence to internal processes and compliance requirements Identify recurring issues and recommend operational improvements Support implementation of new service initiatives and procedures Cross Functional Coordination and Reporting Partner with Enrollment, Billing, Account Management, Claims, and Operations teams Ensure smooth communication between departments Escalate significant issues to the Senior Service Manager as appropriate Maintain reporting on service activity, trends, and team performance Assist leadership with workforce planning and operational initiatives Support departmental goals and continuous improvement efforts Required Qualifications 3+ years of customer service, account management, or client support experience Prior experience managing or leading customer service teams Experience working in insurance, benefits, healthcare, financial services, or a related industry preferred Strong conflict resolution and problem-solving skills Excellent organizational and time management abilities Ability to manage multiple priorities simultaneously Strong written and verbal communication skills Experience with CRM and case management systems Strong email organization and structured communication habits Technically proficient and quick to learn new systems Skills & Attributes Strong leadership and coaching abilities Process-oriented with exceptional attention to detail Calm and professional under pressure Excellent customer service mindset Strong organizational and prioritization skills Effective communicator across all levels of the organization Problem solver who takes initiative and ownership Committed to continuous improvement Personal Traits Reliable, accountable, and highly dependable Positive and professional attitude Self-motivated with strong follow-through Team-oriented and supportive of others Comfortable making decisions and resolving issues Committed to delivering exceptional service experiences Proud to represent a company that values professionalism and execution Compensation & Benefits Base salary: $78,000 to $84,000 annually based on experience Annual performance based bonuses Full-time employment with a comprehensive benefits package including health, dental, vision, and 401(k) Paid time off and professional development opportunities Why Join Us? Lead a growing customer service team within a rapidly expanding organization Make a direct impact on broker, employer, and member satisfaction Opportunity to develop leadership skills and advance within the organization Work alongside experienced operational leaders Join a company focused on service, accountability, and continuous improvement Job Type:
Full-time Pay:
$78,000.00 - $84,000.00 per year Application Question(s): Do you have any experience handling customer service or account management for an insurance carrier or brokerage? If so, can you provide more detail? What types of insurance products have you provided customer service duties around? Education:
Bachelor's (Preferred) Experience:
Customer service: 3 years (Required) Ability to Commute:
Old Bridge, NJ 08857 (Required) Work Location:
In person
