Experienced Customer Service Supervisor – Vision Care Operations

At arenaflex, we're passionate about helping our members enjoy the wonders of sight through healthy eyes and vision. As a leading administrator of managed vision care, we're driven by our mission to provide exceptional service and support to our clients and their members nationwide. We're seeking an experienced Customer Service Supervisor to join our team and play a key role in delivering outstanding customer experiences.

About arenaflex

arenaflex is a dynamic and innovative company that's committed to making a difference in the lives of our members. With a comprehensive Total Rewards package, including health and dental insurance, tuition reimbursement, 401(k) with company match, pet insurance, and no-cost-to-you vision insurance for you and your qualified dependents, we're invested in the success and well-being of our associates. Our company culture is built on strong leadership, teamwork, and a commitment to excellence. We're proud to be a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce.

What We're Looking For

The Customer Service Supervisor will be responsible for overseeing the duties of the customer service staff, inspiring and leading the team members by example, and driving process improvement, quality, and training in the Customer Service Department. This role requires a customer-centric leader who can motivate staff to achieve business goals, provide feedback to the Customer Service Management team, and take escalated phone calls.

Key Responsibilities

* Assist with the planning and implementation of call center strategy

• Assist with hiring and onboarding new call center employees
• Ensure a friendly and motivating work environment
• Ensure adherence to company's policies and procedures, including but not limited to schedule adherence and timecard maintenance
• Keep the management team informed of recurring issues and problems
• Prepare client-ready and departmental reports
• Assist in the formulation of targets for individuals and teams
• Answering questions from staff and providing guidance and feedback
• Coach and develop Customer Service Associates
• Provide recommendations for improvement to call flow, scripting, and training
• Work in conjunction with the Quality Department to identify areas of development for CSA not meeting QA standards and those in need of coaching
• Phone interaction with members, providers, and other external and internal constituents
• Other duties as assigned

What's Necessary to Do the Job

* Bachelor's degree in business or equivalent work experience

• Minimum Three (3) years of experience working in an inbound customer care or call center environment
• Prior supervisory experience required; including call center experience in a healthcare, insurance, and/or account management work environment preferred
• Proficient in Microsoft Office
• Experience in the vision insurance industry is preferred

HIPAA & Security Requirements

All associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, associates may have access to covered information, cardholder data or other confidential customer information which must be protected at all times. As a result, associates must explicitly adhere to all data security guidelines established within the Company's Privacy & Security Training Program.

Why Join arenaflex?

* Competitive salary range: $50,000 to $55,000

• Comprehensive Total Rewards package, including health and dental insurance, tuition reimbursement, 401(k) with company match, pet insurance, and no-cost-to-you vision insurance for you and your qualified dependents
• Opportunities for advancement and development throughout all stages of your career
• Dynamic and innovative work environment
• Proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce

How to Apply

If you're a motivated and customer-centric leader who is passionate about delivering exceptional service and support, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

Equal Employment Opportunity Statement

arenaflex is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at arenaflex without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law. Apply for this job