Experienced Customer Relations Supervisor – Remote Call Center Leadership

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join arenaflex, a dynamic and innovative healthcare company dedicated to transforming the way people live, work, and interact with their healthcare providers. At arenaflex, we're committed to putting our heart into every moment of our customers' health journeys. Our purpose is simple yet profound: to deliver human-centric healthcare that's personal, convenient, and affordable. As a Customer Relations Supervisor at arenaflex, you'll play a critical role in helping us achieve this vision by leading a team of licensed customer relations agents who provide top-notch service to our customers and retail partners.

About arenaflex

arenaflex is a leading healthcare company that's redefining the way people experience healthcare. With a rich history of innovation and a commitment to putting our heart into every moment of our customers' health journeys, we're dedicated to delivering exceptional care and service to our customers and communities. Our Heart At Work Behaviors support our purpose and guide our actions, ensuring that every interaction with arenaflex is a positive and empowering experience.

Job Summary

As a Customer Relations Supervisor at arenaflex, you'll be responsible for providing daily leadership, management, and guidance to a team of licensed customer relations agents. This team handles high-volume customer calls made to our 1-800- SHOP-CVS line and corresponds with customers via email. Your primary focus will be on ensuring superior service for our customers and retail partners by providing information, feedback, and coaching to agents, while also holding teams accountable for results and flawless execution of inbound/outbound calling programs and associated performance metrics.

Responsibilities

As a Customer Relations Supervisor at arenaflex, your key responsibilities will include:

• Ensuring superior service for our customers and retail partners by providing information, feedback, and coaching to agents
• Supporting call center service level standards by holding teams accountable for results
• Flawless execution of inbound/outbound calling programs and associated performance metrics
• Creating and supporting a culture of inclusion and diversity, ensuring all actions are in complete alignment with arenaflex practices, policies, and values, as well as state, federal, and regulatory requirements
• Managing and leading a team of licensed customer relations agents
• Developing and implementing strategies to improve customer satisfaction and loyalty
• Analyzing and interpreting customer feedback and data to inform business decisions
• Collaborating with cross-functional teams to drive business results and improve processes

Work Schedule

The work schedule for this role will be either of the following shifts:

• Monday - Friday, 10:30 AM - 7:00 PM ET
• Saturday, 10:00 AM - 6:30 PM ET, Monday - Thursday, 10:30 AM - 7:00 PM ET
• Sunday, 10:00 AM - 6:30 PM ET, Monday - Thursday, 10:30 AM - 7:00 PM ET

Qualifications

To be successful in this role, you'll need to possess the following qualifications:

• 2+ years of leading, coaching, and developing teams
• 1+ year(s) of experience using MS Office Suite, including Word, Excel, and PowerPoint
• Strong communication and interpersonal skills
• Ability to analyze and interpret data to inform business decisions
• Experience working in a call center environment, preferably in a leadership role
• Experience using call center technologies/applications such as Verint, Five9, or IEX
• Retail Pharmacy experience
• Experience working with data and analytics
• Organized and high energy

Preferred Qualifications

While not required, the following qualifications are preferred:

• 1+ year(s) of experience leading a team in a call center environment
• Experience working in a fast-paced, dynamic environment
• Strong problem-solving and analytical skills
• Ability to work in a team environment and collaborate with cross-functional teams
• Experience with customer relationship management (CRM) software

Education

A high school diploma, GED, or equivalent work experience is required. A Bachelor's degree is preferred.

Compensation and Benefits

The typical pay range for this role is $43,888.00 - $93,574.80. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors, including experience, education, geography, and other relevant factors. This position is eligible for a arenaflex bonus, commission, or short-term incentive program in addition to the base pay range listed above. In addition to your compensation, you'll enjoy a comprehensive benefits package, including:

• Medical, dental, and vision benefits
• 401(k) retirement savings plan
• Employee Stock Purchase Plan
• Fully-paid term life insurance plan
• Short-term and long-term disability benefits
• Well-being programs
• Education assistance
• Free development courses
• CVS store discount
• Discount programs with participating partners
• Paid Time Off (PTO) or vacation pay
• Paid holidays throughout the calendar year

How to Apply

If you're a motivated and results-driven leader who is passionate about delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex.

Application Window

The application window for this opening will close on 10/19/2024. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws. Apply Job! Apply for this job