Job Description
At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed expectations. As a Supervisor, Customer Service, you'll play a vital role in leading our team of customer service professionals to achieve outstanding results. If you're passionate about providing world-class service, have a knack for leadership, and thrive in a dynamic environment, we want to hear from you. About arenaflex arenaflex is a leading healthcare company that's committed to transforming the way we deliver care.
Our purpose is to bring our heart to every moment of your health, and we're passionate about making a meaningful difference in the lives of our customers. With a focus on innovation, collaboration, and customer-centricity, we're shaping the future of healthcare. Our Heart At Work Behaviors At arenaflex, we believe that our people are the heart of our organization. Our Heart At Work Behaviors support our purpose and guide our actions every day. We're committed to: * Empowering our colleagues to make a meaningful impact * Fostering a culture of innovation and collaboration * Delivering exceptional customer experiences * Embracing diversity, equity, and inclusion * Prioritizing well-being and work-life balance
Job Summary As a Supervisor, Customer Service, you'll be responsible for leading a team of customer service professionals to deliver exceptional service to our members and providers.
You'll be accountable for: * Developing and implementing strategies to improve customer satisfaction, retention, and growth * Coaching and developing staff to achieve exceptional service standards * Monitoring performance metrics and providing timely feedback to staff * Building strong relationships with internal stakeholders and external partners * Identifying and removing barriers to job performance and ensuring regulatory compliance
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 * Monitors all performance measures, such as daily stats and schedule adherence, and 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 year of data analysis experience working in bolthires 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 Work Environment and Culture As a remote employee, you'll have the flexibility to work from anywhere with a reliable internet connection.
Our company culture is built on collaboration, innovation, and customer-centricity. We prioritize well-being and work-life balance, offering a range of benefits and programs to support your physical, emotional, and financial health. 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 bolthires bonus, commission, or short-term incentive program in addition to the base pay range listed above * Enjoy the rewards of an organization that puts its heart into caring for its colleagues and communities * The company offers a full range of medical, dental, and vision benefits * Eligible employees may enroll in the company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees * The company provides a fully-paid term life insurance plan to eligible employees, and short-term and long-term disability benefits * bolthires also offers numerous well-being programs, education assistance, free development courses, a bolthires store discount, and discount programs with participating partners * As for time off, company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year If you're passionate about delivering exceptional customer experiences and leading a team to achieve outstanding results, we want to hear from you.
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