Experienced Medicare Customer Service Senior Supervisor – Hybrid, AZ, PA, TX – blithequark

Join blithequark, a leading healthcare company, in a dynamic role that combines leadership, customer service, and business acumen. As an Experienced Medicare Customer Service Senior Supervisor, you will be responsible for driving customer retention results, leading a team of customer service representatives, and developing strategies to exceed customer expectations.

About blithequark

blithequark is a renowned healthcare company that is dedicated to providing innovative solutions to improve the lives of our customers. With a strong presence in the Medicare and supplemental health products market, we are committed to delivering exceptional customer service and building long-term relationships with our customers. Our company culture values teamwork, innovation, and customer-centricity, and we are looking for a talented leader to join our team.

Responsibilities

As an Experienced Medicare Customer Service Senior Supervisor, you will be responsible for the following key areas:

• Drive Customer Retention Results: Develop and implement strategies to drive customer retention, improve customer satisfaction, and increase customer loyalty.
• Lead and Develop the Conservation Team: Lead a team of customer service representatives, providing coaching, training, and development opportunities to ensure they have the skills and knowledge to deliver exceptional customer service.
• Focus on Quality Customer Service: Ensure that customer service representatives meet or exceed quality standards, providing timely and effective solutions to customer inquiries and issues.
• Communicate Goals and Monitor Results: Communicate goals and objectives to the team, monitor individual, team, and call center results, and identify areas for improvement to ensure attainment of financial and performance targets.
• Remove Barriers for Front-Line Staff: Identify and remove barriers that prevent customer service representatives from delivering exceptional customer service, ensuring that they have the resources and support they need to succeed.
• Hire, Onboard, and Train New Agents: Recruit, hire, onboard, and train new customer service representatives, ensuring that they have the skills and knowledge to deliver exceptional customer service.
• Manage Performance: Manage the performance of customer service representatives, providing coaching, counseling, and feedback to ensure they meet or exceed performance standards.
• Manage Persistency Targets: Ensure that the team meets or exceeds persistency targets, providing coaching and support to customer service representatives to achieve these goals.
• Conduct Daily Call Monitoring: Conduct daily call monitoring to identify coaching opportunities, provide feedback to customer service representatives, and reinforce learning and development.
• Resolve Escalated Customer Issues: Resolve escalated customer issues, providing timely and effective solutions to customer inquiries and issues.
• Lead Team through Change: Lead the team through change, developing a positive team relationship and ensuring that customer service representatives are equipped to adapt to changing business needs.
• Motivate Employees and Create a Culture of High Employee Morale and Career Development: Motivate employees, create a culture of high employee morale and career development, and provide opportunities for growth and advancement.

Requirements

To be successful in this role, you will need to possess the following qualifications and skills:

• High School Degree Required: A high school degree is required, but a Bachelor's degree or equivalent work experience is highly preferred.
• Excellent Interpersonal and Relationship Management Skills: Excellent interpersonal and relationship management skills are essential for this role, as you will be working with customer service representatives, customers, and other stakeholders.
• Excellent Oral, Written, and Presentation Skills: Excellent oral, written, and presentation skills are required, as you will be communicating with customers, customer service representatives, and other stakeholders.
• 3 or More Years of Successful Call Center Experience: 3 or more years of successful call center experience is required, with a proven track record of decreasing operating costs in a phone-based environment.
• Understanding of Call Center Technology, Terminology, and Operating Environment: A strong understanding of call center technology, terminology, and operating environment is essential for this role.
• Proven Track Record of Decreasing Operating Costs: A proven track record of decreasing operating costs in a phone-based environment is required.
• Health Insurance License Required: A health insurance license is required for this role.
• Ability to Multi-Task, Drive Results, Think Strategically, and Implement a New Business Growth Strategy: The ability to multi-task, drive results, think strategically, and implement a new business growth strategy is essential for this role.
• 2 or More Years of People Management Experience: 2 or more years of people management experience is required.
• Extensive Background in Medicare and Other Supplemental Health Products: An extensive background in Medicare and other supplemental health products is required.
• Experience with Upselling Customers to Another Product: Experience with upselling customers to another product is highly preferred.
• Working Proficiency with Metrics, Measurements, Reports, and Operations: Working proficiency with metrics, measurements, reports, and operations is essential for this role.
• Strong Organizational and Analytical Skills: Strong organizational and analytical skills are required, resulting in conclusive recommendations.
• Expert Knowledge of Salesforce, Excel, PowerPoint, and Office Products: Expert knowledge of Salesforce, Excel, PowerPoint, and Office products is required.

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Leadership: Strong leadership skills, with the ability to motivate and inspire a team of customer service representatives.
• Communication: Excellent communication skills, with the ability to communicate effectively with customers, customer service representatives, and other stakeholders.
• Problem-Solving: Strong problem-solving skills, with the ability to analyze complex problems and develop effective solutions.
• Analytical: Strong analytical skills, with the ability to analyze data and develop conclusive recommendations.
• Time Management: Strong time management skills, with the ability to prioritize tasks and manage multiple assignments in a fast-paced environment.
• Customer Service: Excellent customer service skills, with the ability to deliver exceptional customer service and build long-term relationships with customers.

Career Growth Opportunities and Learning Benefits

As a member of the blithequark team, you will have access to a range of career growth opportunities and learning benefits, including:

• Professional Development: Opportunities for professional development, including training, coaching, and mentoring.
• Career Advancement: Opportunities for career advancement, including promotions and new roles.
• Learning and Development: Access to a range of learning and development opportunities, including online courses, workshops, and conferences.
• Networking: Opportunities to network with other professionals in the industry, including attendance at industry events and conferences.

Work Environment and Company Culture

blithequark is a dynamic and fast-paced work environment, with a strong focus on teamwork, innovation, and customer-centricity. Our company culture values:

• Collaboration: Collaboration and teamwork are essential for success in this role.
• Innovation: Innovation and creativity are encouraged and rewarded.
• Customer-Centricity: Customer-centricity is at the heart of everything we do.
• Professionalism: Professionalism and integrity are essential for success in this role.

Compensation, Perks, and Benefits

As a member of the blithequark team, you will be eligible for a range of compensation, perks, and benefits, including:

• Competitive Salary: A competitive salary, commensurate with experience.
• Benefits Package: A comprehensive benefits package, including health insurance, dental insurance, and vision insurance.
• Paid Time Off: Paid time off, including vacation days, sick leave, and holidays.
• Retirement Plan: A retirement plan, including a 401(k) match.
• Professional Development Opportunities: Opportunities for professional development, including training, coaching, and mentoring.

Conclusion

If you are a motivated and results-driven leader with a passion for customer service and a strong background in Medicare and supplemental health products, we encourage you to apply for this exciting opportunity. Join blithequark and be part of a dynamic team that is dedicated to delivering exceptional customer service and building long-term relationships with our customers. Apply for this job