Experienced Customer Service Supervisor – West Coast Operations (Pacific Time Zone)

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our members' and clients' expectations. As a leading provider of health and accident insurance products, we're committed to protecting people against risk throughout every stage of life. Our team is passionate about fostering a culture of growth, empowerment, and customer-centricity. We're seeking an experienced Customer Service Supervisor to join our West Coast operations team, working in the Pacific Time Zone. As a key member of our customer service leadership team, you'll be responsible for supervising and developing a team of customer service representatives, ensuring high-quality customer service, and driving business growth.

About arenaflex

arenaflex is a Berkshire Hathaway company, founded in 1993 as Consolidated Health Plans (CHP). We're one of the nation's leading providers of health and accident insurance products to the higher education market. Our mission is to protect people against risk, and our vision is to be the trusted partner for our members and clients.

Job Summary

As a Customer Service Supervisor, you'll be responsible for leading a team of customer service representatives, providing high-quality customer service, and driving business growth. You'll supervise, train, and develop your team members, ensuring they have the skills and knowledge to deliver exceptional customer experiences. You'll also be responsible for monitoring call center performance and metrics, resolving complex customer interactions, and ensuring compliance with performance guarantees, quality improvement standards, and regulatory requirements.

Key Responsibilities

* Supervise, train, and develop a team of customer service representatives to ensure high-quality customer service and business growth

• Maintain strong knowledge of all arenaflex benefit plans and procedures to serve as a resource to customer service staff
• Monitor the performance, behavior, and attendance of direct reports, providing ongoing specific feedback to improve performance
• Identify issues impacting customer service representatives' ability to provide information or assistance to members
• Partner with stakeholders throughout the organization to resolve operational issues, coordinate resolution of benefit and information discrepancies, and ensure clarifications to documentation
• Develop and maintain positive working relationships within the customer service team and other departments to ensure optimum member care and satisfaction
• Monitor call center performance and metrics, ensuring all systems utilized by the customer service team are functioning appropriately
• Participate in the calibration of the Quality Assurance program
• Recruit, screen, and interview candidates for customer service positions
• Assist with onboarding and department-wide training functions, including designing and implementing group and individual training sessions
• Perform other tasks as assigned

We're 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 West Coast customer needs
• Demonstrated leadership skills, including the ability to coach and motivate team members
• Ability to work autonomously to meet deadlines with minimum supervision
• 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

Why arenaflex?

At arenaflex, we foster a culture of growth that enables engaged and high-performing professionals to be empowered to deliver our mission and vision. Our employees are a team devoted to providing customer service that exceeds expectations of our members and clients. Successful team members continually look for ways to improve product delivery and value.

Compensation and Benefits

arenaflex offers a competitive compensation package and comprehensive benefits package, including:

• Life, health, and dental insurance
• Vision insurance
• 401K retirement plan
• Short- and long-term disability coverage
• Flexible/dependent care spending account
• Tuition reimbursement
• Business casual dress

How to Apply

If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and cover letter to our careers website at [arenaflex.com/about/careers](http://arenaflex.com/about/careers).

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity and promotes equal opportunities for all employees.

Salary Range

The annual gross base salary range for this position is $65,000 to $75,000. This range anticipates the low and high end of the salary for this position. Actual salaries will vary and are based on factors such as a candidate's qualifications, skills, and competencies. Apply for this job