At arenaflex, a member of the arenaflex family of brands, we are dedicated to being a force for good. That's why we provide substance use safety, detection, and monitoring products and services that help people live responsibly and keep communities safe.
Always aware. Always guiding. Never restricting or judging.
**Join Our Team**
We are seeking an experienced Customer Service Manager to lead our Customer Service team at arenaflex Insurance. As a key member of our leadership team, you will be responsible for motivating and developing our Customer Service Agents, evaluating and identifying key behaviors that drive quality service, and improving the customer experience, retention, and carrier relations.
**Key Responsibilities**
As a Customer Service Manager at arenaflex Insurance, you will be responsible for:
* Selecting, managing, coaching (including via targeted 1:1 sessions), and developing a high-performing team of Licensed Customer Service Agents.
* Creating and maintaining a winning culture among workers; motivating associates, recognizing successes, and resolving grievances.
* Monitoring individual and team results and productivity to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
* Meeting and/or exceeding appropriate levels of Customer Service abandon rate, average speed of answer (ASA), policy retention, and quality scores.
* Monitoring (both through live listening and a structured QA process) calls to identify and act on strengths and weaknesses in service techniques, technical accuracy, and company policies.
* Providing feedback to associates and delivering corrective action and termination of employees in accordance with company policy.
* Answering questions and recommending solutions to address customer complaints.
* Reviewing carrier, customer, and agent feedback and taking appropriate action.
* Developing, implementing, and managing processes to ensure that policies meet required specifications for quality.
* Identifying and analyzing issues, defects, and other problems, recommending, and facilitating solutions to these issues.
* Providing communication and follow-up to ensure associates are fully informed of all current information related to products, procedures, customer needs, and company-related issues, changes, or actions.
* Meeting regularly with arenaflex Leadership Team and providing detailed reporting on the overall performance of the team.
* Developing and maintaining interdepartmental partnerships to resolve customer issues.
* All other duties as assigned.
**What You’ll Bring to the Table**
To be successful in this role, you will need to possess:
* A High School Diploma or GED; Bachelor's degree preferred. 1-2 years progressive leadership experience required, preferably in a call center environment.
* Currently possess an Unrestricted Resident Property/Casualty Producer's License
* Strong verbal and written communication skills, computer skills, including Microsoft Office programs, and adaptability.
* Ability to think analytically to identify qualitative or quantitative trends and recommend appropriate actions.
* Effective problem-solving/process improvement skills used to identify and resolve operational, customer-facing, and/or employee relations problems.
* Three years of experience leading a quality assurance program in a fast-paced, high-volume contact center environment supporting the insurance industry.
* Five years of contact center leadership experience.
**Why Work for Us?**
At arenaflex Insurance, we offer a comprehensive and highly competitive benefits package, including:
* Starting base salary $51,150.00 -$66,000.00 +10% bonus potential + monthly commission 401(k) + benefits.
* We are the nation's largest interlock provider, and our Mission is to help people live and drive responsibly.
* arenaflex won the 2023 Top Workplace Award locally and nationally – and 2024 Best Place for Working Parents Award
* Growth Oriented – 7 years of over 10%+ growth annually. Doubled in employee size over the past 2-3 years.
* A comprehensive and highly competitive benefits package, including:
+ Dental Insurance
+ Health Insurance
+ Vision Insurance
+ 401(k)
+ Paid Holidays
+ Paid Time Off
+ Ongoing Professional Training online via Litmos
+ And more
**Equal Opportunity Employer**
It is and will continue to be the policy of arenaflex, LLC to practice a program of equal employment opportunity designed to assure that employment and advancement opportunities are made available to all employees and applicants based on individual qualifications and without unlawful regard to race, religion, color, veteran status, national origin, disability, age, gender identity, sexual orientation, sex, or genetic information.
**Ready to Join Our Team?**
If you are a motivated and experienced leader who is passionate about delivering exceptional customer service, 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 look forward to hearing from you!