Experienced Customer Service Supervisor – Driving Operational Excellence and Team Success
At arenaflex, we're passionate about delivering exceptional customer experiences that exceed expectations. As a leading administrator of managed vision care, we're committed to helping our members enjoy the wonders of sight through healthy eyes and vision. Our team is dedicated to making a difference in the lives of our clients' members nationwide, and we're seeking a talented Customer Service Supervisor to join our ranks.
About arenaflex
arenaflex is a dynamic and innovative company that's driven by our mission to provide world-class customer service and support. We're proud to offer a comprehensive Total Rewards package that includes 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. Our commitment to our associates' success is evident in our many opportunities for advancement and development throughout all stages of your career with us.
See Everything, Be Anything
At arenaflex, we believe that everyone has the potential to make a difference. With the support of strong leadership and a team environment, you'll have the opportunity to grow and develop your skills, take on new challenges, and contribute to our mission of delivering exceptional customer experiences.
Job Summary
We're seeking an experienced Customer Service Supervisor to oversee the duties of our customer service staff and inspire and lead our team members by example. As a Customer Service Supervisor, you'll be responsible for motivating staff to achieve business goals, providing feedback to the Customer Service Management team, and taking escalated phone calls. You'll work closely with various team members in the department to drive process improvement, increase quality, and ensure appropriate levels of training are achieved.
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
- Excellent communication and written skills
- 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 We're Looking For
• 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.
Equal Employment Opportunity
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.
Compensation and Benefits
The wage range for applicants for this position is [$50,000 to $55,000]. All incentives and benefits are subject to the applicable plan terms.
How to Apply
If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below. Apply to this job We look forward to hearing from you and exploring how you can make a difference at arenaflex! Apply for this job