Job Description
Join arenaflex, a leading healthcare company, as a Medicare Customer Service Senior Supervisor in our Hybrid, AZ, PA, TX locations. As a key member of our team, you will play a vital role in driving customer retention results, leading a team of Conservation specialists, and developing strategies to exceed customer expectations. **About arenaflex** arenaflex is a dynamic and innovative healthcare company that is committed to delivering exceptional customer experiences. With a strong focus on quality, retention, and customer loyalty, we strive to be the leader in the healthcare industry. Our team is passionate about making a difference in the lives of our customers, and we are seeking like-minded individuals to join our mission. **Responsibilities** As a Medicare Customer Service Senior Supervisor, you will be responsible for: * **Driving customer retention results**: Develop and implement strategies to retain customers, improve customer satisfaction, and increase loyalty. * **Leading, coaching, and developing Conservation team**: Concentrate on individual retention productivity and meeting activity standards while ensuring that team members have the tools and resources needed to succeed. * **Focus on quality customer service, retention, and customer loyalty**: Prioritize quality customer service, retention, and customer loyalty in all interactions with customers and team members. * **Communicate goals and monitor individual, team, and call center results**: Identify and act on both positive and negative trends to ensure attainment of financial and performance targets. * **Remove barriers for front line staff**: Work to eliminate obstacles that prevent front-line staff from exceeding customer expectations. * **Hire, onboard, and train new Agents**: Recruit, train, and develop new team members to ensure they have the skills and knowledge needed to succeed. * **Manage performance through effective coaching and counseling**: Develop and implement coaching and counseling strategies to improve team member performance and productivity. * **Manage the team to ensure that persistency targets are achieved**: Develop and implement strategies to ensure that team members meet or exceed persistency targets. * **Conduct daily call monitoring to identify coaching opportunities**: Monitor calls to identify areas for improvement and provide coaching and feedback to team members. * **Reinforce learning on a daily basis**: Use call monitoring, individual agent coaching, and assessment of agent analytics to reinforce learning and improve performance. * **Resolve escalated customer issues**: Provide timely and effective resolution to customer complaints and concerns. * **Lead team through change**: Develop a positive team relationship and lead team members through change and transition. * **Ability to motivate employees and create a culture that supports high employee morale and career development**: Foster a positive and supportive work environment that encourages employee growth and development. * **Gather data, evaluate information, and present feedback to Agents**: Analyze data and present feedback to team members to increase performance, productivity, and skill sets. * **Facilitate compliance with all corporate policies**: Ensure that team members understand and comply with all corporate policies and procedures. * **Handle multiple assignments in a fast-paced atmosphere**: Prioritize tasks, manage multiple assignments, and work effectively in a fast-paced environment. **Requirements** To be successful in this role, you will need: * **High School Degree required**: A high school degree is required, but a Bachelor's degree or equivalent work experience is highly preferred. * **Excellent interpersonal and relationship management skills**: Develop and maintain strong relationships with team members, customers, and stakeholders. * **Excellent oral, written, and presentation skills**: Communicate effectively with team members, customers, and stakeholders through various channels. * **3 or more years of successful call center experience**: Proven experience in a call center environment, with a focus on customer service, retention, and loyalty. * **Understanding of call center technology, terminology, and operating environment**: Familiarity with call center technology, terminology, and operating environment. * **Proven track record of decreasing operating costs in a phone-based environment**: Develop and implement strategies to reduce operating costs while improving customer satisfaction. * **Health Insurance License required**: Possess a valid Health Insurance License. * **Ability to multi-task, drive results, think strategically, and implement a new business growth strategy**: Prioritize tasks, manage multiple assignments, and develop and implement strategies to drive business growth. * **2 or more years people management experience**: Proven experience in managing teams, developing leaders, and improving performance. * **Extensive background in Medicare and other supplemental health products**: In-depth knowledge of Medicare and other supplemental health products. * **Experience with upselling customers to another product**: Develop and implement strategies to upsell customers to other products. * **Working proficiency with metrics, measurements, reports, and operations**: Analyze data, develop reports, and implement strategies to improve performance and productivity. * **Strong organizational and analytical skills that result in conclusive recommendations**: Develop and implement strategies to improve performance, productivity, and customer satisfaction. * **Expert knowledge of Salesforce, Excel, PowerPoint, and Office products**: Proficient in using Salesforce, Excel, PowerPoint, and Office products to manage data, develop reports, and communicate with team members and stakeholders. **Career Growth Opportunities and Learning Benefits** arenaflex is committed to the growth and development of our team members. As a Medicare Customer Service Senior Supervisor, you will have opportunities to: * **Develop leadership skills**: Lead a team of Conservation specialists and develop leadership skills through coaching, mentoring, and training. * **Improve customer service skills**: Develop and implement strategies to improve customer service, retention, and loyalty. * **Enhance analytical skills**: Analyze data, develop reports, and implement strategies to improve performance and productivity. * **Increase knowledge of Medicare and other supplemental health products**: Develop in-depth knowledge of Medicare and other supplemental health products. * **Participate in training and development programs**: Participate in training and development programs to improve skills and knowledge. **Work Environment and Company Culture Highlights** arenaflex is a dynamic and innovative company that is committed to delivering exceptional customer experiences. Our team is passionate about making a difference in the lives of our customers, and we are seeking like-minded individuals to join our mission. As a Medicare Customer Service Senior Supervisor, you will be part of a team that is dedicated to: * **Providing exceptional customer service**: Develop and implement strategies to improve customer service, retention, and loyalty. * **Fostering a positive and supportive work environment**: Create a positive and supportive work environment that encourages employee growth and development. * **Embracing innovation and change**: Develop and implement strategies to drive business growth and improve performance. * **Valuing diversity and inclusion**: Foster a diverse and inclusive work environment that values and respects all team members. **Compensation, Perks, and Benefits** arenaflex offers a competitive compensation package, including: * **Salary**: A competitive salary based on experience and qualifications. * **Benefits**: A comprehensive benefits package, including health, dental, and vision insurance, 401(k) matching, and paid time off. * **Perks**: A range of perks, including flexible work arrangements, professional development opportunities, and recognition and rewards programs. **Conclusion** Join arenaflex as a Medicare Customer Service Senior Supervisor and be part of a team that is dedicated to delivering exceptional customer experiences. With a focus on quality, retention, and customer loyalty, we are seeking like-minded individuals to join our mission. If you are passionate about making a difference in the lives of our customers and are committed to delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Apply for this job