Experienced Customer Service Supervisor – Remote Leadership Opportunity for Exceptional Team Management and Customer Satisfaction

Introduction to arenaflex

At arenaflex, we are driven by a singular purpose: to bring heart to every moment of health. This guiding principle shapes our commitment to delivering human-centric health care that is both personal and innovative. Our brand, with heart at its core, sends a powerful message that the way we deliver our services is just as important as the services themselves. We believe in empowering every team member to play a transformative role in our culture, fostering an environment where innovation and solution-driven approaches thrive to make health care more accessible, convenient, and affordable for all.

Our Heart At Work Behaviors

arenaflex's Heart At Work Behaviors are the foundation upon which our purpose is built. These behaviors are designed to inspire and empower every individual within our organization to feel valued and recognized for the role they play in shaping our culture and driving innovation. We strive to create an inclusive and supportive work environment where everyone can grow, both personally and professionally, and contribute to making a meaningful difference in the lives of our customers and communities.

Job Overview

We are seeking an experienced and motivated Customer Service Supervisor to join our team. As a Supervisor, you will be responsible for the overall supervision of our Customer Service employees, ensuring that we deliver exceptional service to our members and providers. Your role will be pivotal in driving member and provider satisfaction, retention, and growth through the efficient delivery of competitive services. This is a fully remote position, offering the flexibility to work from the comfort of your own home, provided you have a reliable high-speed internet connection and the ability to set up a dedicated workspace.

Key Responsibilities

• Develop, motivate, evaluate, and coach staff on work procedures, proper call handling, and teamwork to deliver excellent customer service.
• Be visible and available to staff to answer questions, monitor calls, and provide ongoing feedback to ensure continuous improvement.
• Utilize available incentive programs to reward, recognize, and celebrate team and individual successes, fostering a positive and productive team culture.
• Assess individual and team performance regularly, providing candid and timely feedback regarding developmental and training needs, including the completion of monthly and annual scorecards.
• Monitor all performance measures such as daily statistics and schedule adherence, allocating resources effectively to meet volume and performance demands.
• Develop and maintain strong collaborative relationships with internal business partners and constituents to ensure excellent lines of communication and share resources to meet common service center objectives.
• Remove barriers to job performance and ensure regulatory compliance, maintaining a safe and legal work environment.
• Attract, select, and retain high-caliber, diverse talent capable of achieving or exceeding business goals, and build a cohesive team that works well together.
• Act as a liaison between staff and other areas of the organization, communicating workflow results, ideas, and solutions effectively.

Qualifications

Essential Qualifications

• 3-5 years of experience in a call center environment.
• 1-3 years of supervisory experience in a highly transactional organization.
• 1+ year of data analysis experience, with the ability to work in Microsoft Excel, creating charts and pivot tables from raw data.
• High-speed internet access (25 mbps or higher) and the ability to set up a direct, wired connection (not Wi-Fi) for your workspace.
• A high school diploma or equivalent.

Preferred Qualifications

• Advanced computer skills, including MS Excel, Word, PowerPoint, OneNote, and QuickBase.
• Experience in project management.
• Familiarity with LEAN Six Sigma methodology.

Career Growth and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. We offer a range of training programs, educational assistance, and opportunities for professional advancement. Our goal is to ensure that every team member has the skills and knowledge needed to excel in their role and contribute to the success of our organization.

Work Environment and Company Culture

arenaflex prides itself on a work environment that is inclusive, supportive, and empowering. We believe in recognizing and rewarding our employees' hard work and contributions, whether through our incentive programs, employee recognition initiatives, or comprehensive benefits package. Our culture is built on the principles of heart, innovation, and customer-centricity, and we seek individuals who share these values and are passionate about making a difference.

Compensation, Perks, and Benefits

The typical pay range for this role is $40,600.00 – $75,000.00 per year, depending on experience, education, and other relevant factors. arenaflex offers a competitive benefits package, including medical, dental, and vision benefits, a 401(k) retirement savings plan, an Employee Stock Purchase Plan, and numerous well-being programs. Our employees also enjoy paid time off, holidays, and discounts on our services and products.

Conclusion

If you are a motivated and experienced customer service professional looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. As a Customer Service Supervisor at arenaflex, you will play a critical role in shaping our customer service experience and contributing to the success of our organization. Join our team and be part of a company that truly puts its heart into caring for its colleagues, customers, and communities.