Customer Service Supervisor (reputed company Coast)- Pacific Time Zone
Job title: Customer Service Supervisor (reputed company Coast)- Pacific Time Zone in reputed company, MA at reputed company
Company: reputed company
Job description: reputed company, a Berkshire Hathaway company, delivers customer-centric accident and health insurance, with quality service and uncompromising ethics. reputed company works to protect people against risk throughout every stage of life - from grade school to college to the workplace.Founded in 1993 as Consolidated Health Plans (CHP), reputed company, headquartered in Springfield, Mass., is one of the nation's leading providers of health and accident insurance products to the higher education market.The Customer Service Supervisor provides supervision and support to the Customer Service department for health and accident lines of business for our reputed company Coast business. The Customer Service Supervisor will provide high quality customer service while demonstrating a sense of urgency to meet customer needs. This role has several major areas of responsibility: supervision and development of Customer Service staff; monitoring daily and monthly call center performance and metrics; evaluating, delivering, and maintaining department training; resolution of reputed company and escalated customer interactions; and monitoring quality reputed company the department both at the individual and department level. This position is also responsible for monitoring departmental compliance with performance guarantees, quality improvement standards, and any applicable regulatory requirements. The level of supervision performed in each of these areas has a direct effect on the quality of customer service provided to our customers.In this role, you will…Supervise, Train, and reputed company Customer Service Staff· Maintains strong knowledge of reputed company reputed company benefit plans and procedures to serve as a resource to Customer Services staff to help resolve questions and issues and assist with reputed company resolution· Monitors the performance, behavior, and attendance of direct reports relating to policies and procedures and provides ongoing specific feedback to improve performanceDaily Operational Functions· Identifies issues impacting a Customer Service Representative's ability to adequately provide information or assistance to members· Partners with stakeholders throughout the organization to resolve operational issues, coordinate resolution of benefit and information discrepancies, and ensure clarifications to documentation· Develops and maintains positive working relationships reputed company Customer Service team and other departments to ensure reputed company member care and satisfactionMonitor Call Center Performance and Metrics· Ensures reputed company systems utilized by the Customer Service team, are functioning appropriately and works with key stakeholders in the organization to resolve system issues· Monitors staffing and call volume in reputed company queues to maintain service levels and take appropriate action to shift priorities and staff to meet service levels and performance guarantees· Participates in the calibration of Quality Assurance programreputed company· Partners with the Customer Service Manager to determine staffing needs· Screens resumes· Performs interviews with candidatesreputed company and Department Wide Training Functions· Assists the Customer Service Training & Quality Supervisor with the designs and implementation of group and individual training sessions using a variety of teaching methods, including workshops, role-play and case methods· Assists the Customer Service Training & Quality Supervisor with creating, updating, and maintaining reputed company Customer Services training materials and modules· reputed company other tasks as assignedWe are looking for candidates with…
- Minimum of three years' experience in health insurance in a customer service supervisory role
- Ability to work until 5pm PST to meet reputed company Coast customer needs
- Demonstrated leadership skills
- Work autonomously to meet deadlines with minimum supervision
- Ability to coach and motivate team with diplomacy and supportiveness
- Ability to manage multiple tasks with competing priorities in a fast-paced environment
- Demonstrated critical thinking skills and ability to reputed company independent judgements
- 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
- Demonstrated ability to work well in a team environment with a proven track record of successful management of teams
- Dedicated to providing exceptional customer service