At arenaflex, we're committed to delivering exceptional customer experiences that exceed expectations. As a leading healthcare company, we're dedicated to transforming the way we approach health care, making it more personal, convenient, and affordable for everyone. Our purpose is simple: to bring our heart to every moment of your health. We're seeking an experienced Customer Service Supervisor to join our team, leading our customer service employees in delivering top-notch service to our members and providers.
**About arenaflex**
arenaflex is a dynamic and innovative company that's revolutionizing the healthcare industry. With a passion for delivering exceptional customer experiences, we're committed to creating a culture that's inclusive, diverse, and empowering. Our Heart At Work Behaviors support our purpose, empowering every employee to feel valued, respected, and empowered to make a difference.
**Job Summary**
As a Customer Service Supervisor at arenaflex, you'll be responsible for the overall supervision of our customer service employees. You'll be accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to providers. Your leadership skills, expertise, and passion for customer service will drive business growth and team success.
**Key Responsibilities**
* Develops, motivates, evaluates, and coaches staff on work procedures, proper call handling, and teamwork to deliver excellent customer service.
* Is visible and available to staff to answer questions, monitor calls, and provide ongoing feedback.
* Utilizes available incentive programs to reward, recognize, and celebrate team and individual successes.
* Assesses individual and team performance on a regular basis and provides candid and timely feedback regarding developmental and training needs; includes completion of monthly and annual scorecards.
* Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands.
* Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives.
* Removes barriers to job performance and ensures regulatory compliance.
* Attracts, selects, and retains high-caliber, diverse talent able to successfully achieve or exceed business goals.
* Builds a cohesive team that works well together.
* Acts as liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions.
**Essential Qualifications**
* 3-5 years of call center experience
* 1-3 years of supervisory experience in a highly transactional organization
* 1+ years of data analysis experience working in Microsoft Excel with the ability to create charts and pivot tables from raw data
* High-speed internet access (25 mbps or higher)
* Router located in a place where you can set up and work with a direct connection (NOT WI-FI) (ethernet cord directly from computer to router)
**Preferred Qualifications**
* Advanced computer skills, including MS Excel, Word, PowerPoint, OneNote, and QuickBase
* Project management experience
* LEAN Six Sigma methodology and experience
* Education: High School Diploma
**What We Offer**
* Competitive pay range: $40,600.00 – $75,000.00
* Bonus, commission, or short-term incentive program
* Comprehensive benefits package, including medical, dental, and vision benefits
* 401(k) retirement savings plan and Employee Stock Purchase Plan
* Fully-paid term life insurance plan and short-term and long-term disability benefits
* Well-being programs, education assistance, free development courses, and CVS store discount
* Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year
**Why Join arenaflex?**
At arenaflex, we're passionate about creating a culture that's inclusive, diverse, and empowering. We believe in the importance of work-life balance, and we offer a range of benefits and programs to support your well-being. Our commitment to innovation and excellence drives us to deliver exceptional customer experiences, and we're seeking talented individuals like you to join our team.
**How to Apply**
If you're passionate about customer service, leadership, and driving business growth, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer. We welcome applications from diverse candidates and are committed to creating an inclusive and respectful work environment.
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