Experienced Customer Service Supervisor – Driving Operational Excellence and Team Success at arenaflex

At arenaflex, we're dedicated to delivering exceptional customer experiences and driving operational excellence in our Customer Service Department. As a seasoned Customer Service Supervisor, you'll play a pivotal role in leading our team to achieve business goals, providing top-notch support to our clients, and fostering a culture of continuous improvement.

About arenaflex

arenaflex is one of the nation's leading administrators of managed vision care, serving millions of our clients' members nationwide. Our mission is to help members enjoy the wonders of sight through healthy eyes and vision. As an arenaflex associate, you'll enjoy a comprehensive Total Rewards package, including health and dental insurance, tuition reimbursement, 401(k) with company match, pet insurance, and no-cost-to-you vision insurance for you and your qualified dependents. We're committed to your success, offering numerous opportunities for advancement and development throughout all stages of your career with us.

What We're Looking For

We're seeking an experienced Customer Service Supervisor to join our team. As a key member of our Customer Service Department, you'll be responsible for overseeing the duties of our customer service staff, inspiring and leading them by example, and driving process improvement to increase quality and efficiency. Your expertise will help us deliver exceptional customer experiences, achieve business goals, and maintain a friendly and motivating work environment.

Key Responsibilities

As a Customer Service Supervisor at arenaflex, you'll have a significant impact on our team's success. Your key responsibilities will include:

• Assisting with the planning and implementation of call center strategy to drive business growth and customer satisfaction
• Collaborating with the management team to develop and implement effective training programs for new call center employees
• Ensuring a friendly and motivating work environment that fosters teamwork and collaboration
• Maintaining adherence to company policies and procedures, including schedule adherence and timecard maintenance
• Providing coaching and feedback to Customer Service Associates to help them achieve their full potential
• Preparing client-ready and departmental reports to inform business decisions and drive process improvement
• Developing and implementing targets for individuals and teams to drive performance and growth
• Answering questions from staff and providing guidance and feedback to ensure seamless operations
• Collaborating with the Quality Department to identify areas of development for Customer Service Associates and providing coaching to improve performance
• Engaging in phone interactions with members, providers, and other external and internal constituents to resolve issues and provide support
• Performing other duties as assigned to support the success of the Customer Service Department

What You'll Need to Succeed

To excel in this role, you'll need:

• A Bachelor's degree in business or equivalent work experience
• Minimum three (3) years of experience working in an inbound customer care or call center environment
• Prior supervisory experience, including call center experience in a healthcare, insurance, and/or account management work environment
• Proficiency in Microsoft Office
• Experience in the vision insurance industry is preferred

HIPAA & Security Requirements

As an arenaflex associate, you'll be required to comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. You may have access to covered information, cardholder data, or other confidential customer information, which must be protected at all times. As a result, you must explicitly adhere to all data security guidelines established within the Company's Privacy & Security Training Program.

Equal Employment Opportunity & Affirmative Action

arenaflex is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

Compensation & Benefits

The wage range for this position is [$50,000 to $55,000]. All incentives and benefits are subject to the applicable plan terms.

Why Join arenaflex?

At arenaflex, we're committed to your success and offer a comprehensive Total Rewards package, including:

• Health and dental insurance
• Tuition reimbursement
• 401(k) with company match
• Pet insurance
• No-cost-to-you vision insurance for you and your qualified dependents
• Opportunities for advancement and development throughout all stages of your career with us

Apply Now

If you're a motivated and experienced Customer Service Supervisor looking to drive operational excellence and team success, we encourage you to apply to this exciting opportunity at arenaflex. Apply for this job