Client Services Supervisor INSIGHT E-Forms-Req # 1012

Cocc • Southington, CT

458d • $80,000 - $123,000

About The Position

The Client Services Supervisor for the Insight e-Forms Team at COCC is responsible for providing exceptional service to client institutions by supporting a team that handles complex requests related to e-forms. This role involves project coordination, managing client communications, and ensuring the team meets service level agreements while delivering high-quality support.

Requirements

• Bachelor's degree in MIS, IT, or Business preferred, or equivalent work experience and/or relevant certifications.
• Five years of industry experience with exposure to front line customer support and project management techniques.
• Strong leadership skills and excellent customer service skills.
• Ability to maintain composure when dealing with dissatisfied customers.
• Self-starter with effective interaction skills with all levels of staff and management.
• Advanced communication skills, including writing end user communication and documentation, and making presentations.
• Skilled in problem-solving and conflict resolution.
• Ability to analyze information and formulate conclusions and recommendations.

Nice To Haves

• Experience with e-forms and related technologies.
• Familiarity with project management software.

Responsibilities

• Provide assistance with service support for complex requests including changes, additions, and special customizations to e-forms.
• Coordinate long-term client projects related to the product.
• Oversee, manage, and track multiple large projects simultaneously.
• Understand e-form layout specifications and perform testing to ensure functionality for clients when necessary.
• Ensure the team communicates with clients to keep them updated on project timelines and programming hours worked.
• Run client meetings and team meetings, overseeing the team's progress with managing daily cases and large projects within SLAs.
• Work with programming as necessary to convey customer requests.
• Ensure the team documents and shares resolutions of assigned research for internal knowledge.
• Escalate cases and issues as needed.

Benefits

• Hybrid work schedules and ample paid time off for work/life balance.
• Customized training and onboarding programs.
• Robust employee development programs.
• Cutting-edge training resources from vendors like SANS and PluralSight.
• Generous PTO offerings and competitive compensation.
• On-site fitness centers and wellness incentives.
• Tuition reimbursement and one-on-one career coaching.
• Financial planning assistance with certified professionals.
• Peer recognition programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Telecommunications
• Education Level: Bachelor's degree