Experienced Customer Service Manager – Remote Operations and Support

At arenaflex, we're dedicated to revolutionizing the way people manage their health and wellness. As a leading digital health company, we're committed to making high-quality care more accessible and affordable for everyone. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. We're seeking an experienced Customer Service Manager to join our team in a remote capacity. As a key member of our Center Support Services team, you'll play a critical role in maintaining effective internal support for contact center teams assigned to arenaflex Health Data Services. If you're passionate about delivering exceptional customer experiences, have a strong understanding of business goals and standards for customer service, and are committed to innovation and continuous improvement, we want to hear from you.

About arenaflex

arenaflex is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at arenaflex, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone.

Job Summary

The Customer Service Manager will be responsible for maintaining effective internal support for contact center teams assigned to arenaflex Health Data Services by utilizing one's knowledge of company products and services as well as past experience in call center operations. The ideal candidate will demonstrate a strong understanding of business goals and standards for customer service, excellent communication skills, and the ability to work effectively in a remote environment.

Essential Job Functions

* Manage day-to-day operations of Contact Center Support Services teams for Health Data Services campaigns

• Evaluate individual and organizational results to ensure business needs are being met, while identifying areas for improving performance
• Identify support needs by consulting with stakeholders and using needs assessments
• Attend to escalated customer service issues and ensure effective and long-term problem resolution
• Conduct investigations, partner and coordinate with other departments to ensure timely responses and long-term resolutions to consumer-initiated complaints (i.e. BBB, escalated social media, online reviews, etc.)
• Establish workflows, best practices and standards to ensure that ongoing support is provided to contact center staff
• Track and monitor daily team workloads to ensure client and operations expectations are met
• Manage and meet project implementation targets for timeliness, customer success metrics
• Serve as a trusted advisor and subject matter expert to department leadership
• Provide staff direction in analyzing and resolving escalated operational problems
• Build strong relationships with other departments and teams to support existing and new business development opportunities
• Conduct interviews and make selections to fill open roles within assigned Customer Service teams
• Energize and motivate teams by utilizing positive reinforcement and support methodologies
• Provide coaching, training, professional development and performance management to assigned staff
• Ensure compliance with regulatory requirements impacting customer support function

Qualifications

* 3+ years of contact center supervision or management experience

• Bachelor's degree preferred
• Experience in customer service with excellent communication skills
• Extremely organized and detail-oriented
• Strong understanding of business goals and standards for customer service
• Ability to communicate effectively with senior management and other departments
• High proficiency in Microsoft Office products (Word, Excel, PowerPoint, Teams, etc.) required
• Effective problem-solving skills
• Microsoft Dynamics software experience a plus
• Previous experience in a medical setting helpful

What We Offer

* Competitive salary and benefits package

• Opportunity to work with a leading digital health company
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Flexible remote work arrangement
• Recognition and rewards for outstanding performance

How to Apply

If you're passionate about delivering exceptional customer experiences and have a strong understanding of business goals and standards for customer service, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law. Apply for this job