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Associate Manager, Customer Service


Dresher, PA
Job Code:
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Job Details

Position Title: Associate Manager, Customer Service
Job Code: 445938
Job Location: Pennsylvania-Dresher
Under direction of the Customer Service Manager, the Associate Manager, Customer Service is responsible for the day-to-day operations of a team of representatives. They will plan, direct, supervise and evaluate workflow while organizing the workflow of Associates in order to provide the most effective and efficient service in accordance with established policies and procedures and to achieve the volume expected while meeting operational requirements. They are expected to ensure the volume of work produced meets product/service standards and exceeds quality standards in addition to developing short/long-term customer service objectives and continuously monitoring procedures. They are also expected to recognize and recommend operational improvements. In addition, they are responsible for the day-to-day application of organizational policies and procedures and may approve special price concessions, quotes, bid allowance, or adjustments. They have full supervisory responsibility including hiring, performance management, coaching and development and typically serve as first line supervisor for a staff of 15 employees.
The expertise we are looking for you to bring:
  • We are looking for individuals with a positive and team player attitude and who are self-starters and natural leaders, dependable to their core, and who bring a positive, customer focused and collaborative energy to the workplace. And who are also:  
  • Engaging communicators (both written and verbal) with strong interpersonal/people skills who enjoy coaching and developing individuals and a team
  • Committed to owning the development of their individual team members and associates in the Center on the whole
  • Able to use data and other sources of information to evaluate and take initiative to improve products, policies and/or processes
  • Able to think on your feet and flexible with creating solutions for a variety of personalities
  • Capable of shaping and growing our Customer Service Representatives (CSRs) who directly impact the customer experience
  • Strong problem solvers that connect with employees and customers alike
What you can expect:
  • Build a career with a great company with exposure to multiple parts of the business
  • Fast paced, dynamic environment

  • Bachelor’s Degree strongly preferred, but not required.
  • Strong organization and prioritization skills and the ability to successfully multi-task and manage change. 
  • 3-5 years call center experience and/or supervisory and/or coaching experience.  
  • Annuities industry experience
  • Project Management experience a plus
  • Proficiency with PC and keyboarding skills with ability to multi-task with different applications
  • Position requires FINRA Series 6 and Series 63 license or to obtain license within 150 days of hire.
  • Flexibility with work schedule at times, and travel may be required.

Prudential is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.

We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit to learn more about our values, our history and our brand.

Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.

Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at for more information about doing business with Prudential.
Job Function: Call Center Operations
Schedule: Full-time
Apply on the Company Site
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