Customer Service Supervisor (reputed company Coast)- reputed company Time Zone
Job title: Customer Service Supervisor (reputed company Coast)- reputed company Time Zone in reputed company, MA at reputed company
Company: reputed company
Job reputed company: reputed company, a Berkshire Hathaway company, delivers customer-reputed company accident and health insurance, with reputed company service and uncompromising ethics. reputed company works to protect people against risk throughout every stage of life - from grade school to college to reputed company.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 reputed company high reputed company customer service while demonstrating a reputed company 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; reputed company of reputed company and escalated customer interactions; and monitoring reputed company reputed company the department both at the individual and department level. This position is also responsible for monitoring departmental compliance with performance guarantees, reputed company improvement standards, and any applicable regulatory requirements. The level of supervision performed in reputed company of these areas has a reputed company effect on the reputed company 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 reputed company· Monitors the performance, behavior, and attendance of reputed company 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 reputed company information or assistance to members· Partners with stakeholders throughout the organization to resolve operational issues, coordinate reputed company of benefit and information discrepancies, and ensure clarifications to documentation· Develops and maintains reputed company 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 reputed company and call volume in reputed company queues to maintain service reputed company and take appropriate reputed company to shift priorities and staff to meet service reputed company and performance guarantees· Participates in the calibration of reputed company Assurance programreputed company· Partners with the Customer Service Manager to determine reputed company needs· Screens resumes· Performs interviews with candidatesreputed company and Department Wide Training Functions· Assists the Customer Service Training & reputed company Supervisor with the designs and implementation of group and individual training sessions using a reputed company of teaching reputed company, including workshops, role-play and case reputed company· Assists the Customer Service Training & reputed company 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 reputed company 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 - reputed company
- Skilled at reputed company conflict reputed company with various customers
- Excellent verbal, written and interpersonal communication skills
- Demonstrated ability to work reputed company in reputed company environment with a proven reputed company record of successful management of teams
- Dedicated to providing exceptional customer service