At arenaflex, we're committed to delivering exceptional customer experiences that exceed expectations. As a seasoned Customer Service Supervisor, you'll play a vital role in leading our team of customer service professionals to achieve outstanding results. If you're passionate about driving business growth, fostering a positive team culture, and delivering world-class customer service, we want to hear from you.
**About arenaflex**
arenaflex is a leading healthcare company dedicated to transforming the way we deliver healthcare services. Our purpose is to bring our heart to every moment of your health, and we're committed to making healthcare more personal, convenient, and affordable. With a strong focus on innovation and customer-centricity, we're constantly seeking talented individuals who share our passion for delivering exceptional experiences.
**Our Heart At Work Behaviors**
At arenaflex, we believe that our employees are the heart of our organization. Our Heart At Work Behaviors support our purpose and guide our commitment to delivering exceptional customer experiences. These behaviors include:
* **Empowerment**: We empower our employees to take ownership of their work and make decisions that drive business results.
* **Innovation**: We encourage creativity and innovation to stay ahead of the curve and deliver cutting-edge solutions.
* **Collaboration**: We foster a culture of collaboration and teamwork to achieve common goals.
* **Accountability**: We hold ourselves accountable for delivering exceptional results and exceeding customer expectations.
* **Integrity**: We operate with integrity and transparency in all our interactions with customers, employees, and partners.
**Job Summary**
As a Customer Service Supervisor, you'll be responsible for leading a team of customer service professionals to deliver exceptional customer experiences. You'll be accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to providers. Your key responsibilities will include:
* **Developing and Motivating Team Members**: You'll develop, motivate, evaluate, and coach staff on work procedures, proper call handling, and teamwork to deliver excellent customer service.
* **Monitoring Performance**: You'll be visible and available to staff to answer questions, monitor calls, and provide ongoing feedback.
* **Utilizing Incentive Programs**: You'll utilize available incentive programs to reward, recognize, and celebrate team and individual successes.
* **Assessing Performance**: You'll assess individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs.
* **Building Collaborative Relationships**: You'll develop and maintain strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives.
* **Removing Barriers**: You'll remove barriers to job performance and ensure regulatory compliance.
* **Attracting and Retaining Talent**: You'll attract, select, and retain high-caliber, diverse talent able to successfully achieve or exceed business goals.
* **Building a Cohesive Team**: You'll build a cohesive team that works well together.
* **Acting as Liaison**: You'll act as liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions.
**Required 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
* LEAN Six Sigma methodology and experience
* Education: HS Diploma
**Compensation and Benefits**
The typical pay range for this role is $40,600.00 - $75,000.00. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors, including experience, education, geography, and other relevant factors. This position is eligible for a arenaflex bonus, commission, or short-term incentive program in addition to the base pay range listed above.
In addition to your compensation, you'll enjoy the rewards of an organization that puts its heart into caring for its colleagues and communities. arenaflex offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the arenaflex 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. arenaflex provides a fully-paid term life insurance plan to eligible employees, and short-term and long-term disability benefits. arenaflex also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, arenaflex employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.
**How to Apply**
If you're a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex.