Customer Service Manager

Customer Service Manager

Coastal Administrative Services (CAS)
Location: In-Office | Bellingham, WA
This is a full-time, in-office position based at CAS headquarters in Bellingham, WA. Remote or hybrid work is not available for this role.

Position Overview

The Customer Service Manager at Coastal Administrative Services (CAS) leads a high-performing team dedicated to providing exceptional support to members, providers, and partners in navigating healthcare benefits and services. This role is responsible for driving strategic initiatives to improve service quality, operational efficiency, and team performance while ensuring compliance with regulatory and contractual requirements.

Key Responsibilities

• Leadership & Strategy

• Provide vision and leadership to the Customer Service team, ensuring alignment with CAS's mission and service commitments.

• Develop and implement customer service strategies that enhance satisfaction, reduce response times, and improve resolution rates.
• Lead, mentor, and develop a team of customer service representatives and team leads, fostering a culture of accountability, engagement, and professional growth.

• Oversee workforce planning, including hiring, training, performance management, and succession planning, applying HR best practices to team development.

• Operational Excellence & Process Improvement

• Analyze service metrics, trends, and customer feedback to identify opportunities for operational improvements and efficiency gains.

• Optimize workflows and service protocols using Zendesk, VBA, and other industry-leading software systems to enhance process automation and knowledge management.
• Manage and track key performance indicators (KPIs), including call handle times, resolution rates, service levels, and escalations.

• Ensure compliance with industry regulations, internal policies, and client contractual obligations.

• Cross-Functional Collaboration & Stakeholder Engagement

• Work closely with internal teams (Operations, Claims, and