At arenaflex, a leading provider of customer-centric accident and health insurance, we're on a mission to protect people against risk throughout every stage of life. With a strong commitment to quality service and uncompromising ethics, we're seeking an experienced Customer Service Supervisor to join our West Coast team. As a key member of our operations team, you'll play a vital role in delivering exceptional customer experiences while driving business growth and excellence.
**About arenaflex**
arenaflex, a Berkshire Hathaway company, has been a trusted partner in the health and accident insurance industry for over two decades. Founded in 1993 as Consolidated Health Plans (CHP), we've grown to become one of the nation's leading providers of health and accident insurance products to the higher education market. Our team of dedicated professionals is passionate about delivering customer-centric solutions that meet the evolving needs of our members and clients.
**Job Summary**
As a Customer Service Supervisor, you'll be responsible for leading a team of customer service representatives, providing high-quality support to our West Coast customers, and driving business growth through exceptional customer experiences. You'll work closely with our operations team to ensure seamless delivery of our products and services, while maintaining a strong focus on quality, compliance, and customer satisfaction.
**Key Responsibilities**
* Supervise, train, and develop a team of customer service representatives to ensure exceptional customer experiences and high-quality service delivery
* Maintain strong knowledge of all arenaflex benefit plans and procedures to serve as a resource to customer service staff and assist with first call resolution
* Monitor the performance, behavior, and attendance of direct reports, providing ongoing specific feedback to improve performance and achieve business objectives
* Identify and resolve operational issues impacting customer service representatives' ability to provide information or assistance to members
* Partner with stakeholders throughout the organization to resolve operational issues, coordinate resolution of benefit and information discrepancies, and ensure clarifications to documentation
* Develop and maintain positive working relationships within the customer service team and other departments to ensure optimum member care and satisfaction
* Monitor call center performance and metrics, ensuring all systems utilized by the customer service team are functioning appropriately and working with key stakeholders to resolve system issues
* Participate in the calibration of the Quality Assurance program and ensure compliance with performance guarantees, quality improvement standards, and applicable regulatory requirements
**Recruiting and Onboarding**
* Partner with the customer service manager to determine staffing needs and participate in the recruitment process
* Screen resumes, perform interviews with candidates, and assist with the onboarding process
* Assist the customer service training & quality supervisor with the design and implementation of group and individual training sessions using a variety of teaching methods, including workshops, role-play, and case methods
**Requirements**
* Minimum of three years' experience in health insurance in a customer service supervisory role
* Ability to work until 5 pm PST to meet West Coast customer needs
* Demonstrated leadership skills, with the ability to work autonomously to meet deadlines with minimum supervision
* Ability to coach and motivate team members with diplomacy and supportiveness
* Ability to manage multiple tasks with competing priorities in a fast-paced environment
* Demonstrated critical thinking skills and ability to make independent judgments
* Excellent interpersonal skills, with a demonstrated ability to manage relationships with key customers – internal and external
* Skilled at positive conflict resolution with various customers
* Excellent verbal, written, and interpersonal communication skills
* Dedicated to providing exceptional customer service
**Why arenaflex?**
At arenaflex, we foster a culture of growth that enables engaged and high-performing professionals to be empowered to deliver our mission and vision. Our employees are a team devoted to providing customer service that exceeds expectations of our members and clients. Successful team members continually look for ways to improve product delivery and value.
**Benefits and Compensation**
arenaflex offers a competitive compensation package and comprehensive benefits package, including:
* Life, health, and dental insurance
* Vision insurance
* 401(k) retirement plan
* Short- and long-term disability coverage
* Flexible/dependent care spending account
* Tuition reimbursement
* Business casual dress
**How to Apply**
If you're a motivated and customer-focused professional looking to join a dynamic team, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity, equity, and inclusion.
**Salary Range**
The annual gross base salary range for this position is $65,000 to $75,000. This range anticipates the low and high end of the salary for this position. Actual salaries will vary and are based on factors such as a candidate's qualifications, skills, and competencies.